Technical Customer Support Representative

Position: Technical Support Representative (Electronic/ Electro-mechanical support role- NOT IT!Department: ServiceLocation: Irvine, CAIn Office, On-siteCompany summary:InMode is a leading global provider of innovative medical technologies that develops, manufactures, and markets devices harnessing novel radiofrequency (RF) technology. The company strives to enable new emerging Aesthetic and surgical procedures and improve existing treatments. By leveraging its medically-accepted, minimally-invasive RF technology for simultaneous subdermal adipose remodelling and skin tightening, InMode offers a comprehensive portfolio of products for plastic surgery, gynecology, dermatology, otolaryngology, and ophthalmology.Position Summary:This full-time Technical Support Representative will join the service team. Duties include but are not limited to: talking with customers over the phone to determine their specific hardware technical problem, documenting of errors/problems through our ERP system (QAD) and other platforms (Salesforce), as well as providing occasional system maintenance support (will be trained).This role is mostly customer support/ customer service with some electromechanical technical work. Our Service team works on our Radio Frequency laser platforms that we sell to private practice doctors. When customers need help with a technical issues, they call our Service team for help troubleshooting and the support rep tries to troubleshoot the issues and works with the technicians if great help is needed. If the team (technical support with the technicians), cannot resolve the issues, we then drop ship the platform to our office for a technician to get into the device and solve. This role mostly talks with customers over the phone to determine their specific technical problem, documenting of errors/problems through our ERP system (QAD) and other platforms (Salesforce), as well as provides occasional system maintenance support. It will be 95% Phone support with 5% hands on system services work.Duties and Responsibilities:Troubleshoot basic level equipment problems over the phone directly with our customersEscalate issues to Technical Support Representative II, if neededEffectively manage a large quantity of incoming callsReport errors and problems through our ERP system (QAD)Update and maintain our databases on a regular basis to ensure consistent and accurate dataHandle complaints, provide appropriate solutions and follow up to ensure resolution was metReading of schematics for troubleshooting purposesTesting and light repair of medical devices per needsLearns and understands Basic level understanding of InMode's productsOther duties or projects as assignedQualifications:Associate's Degree in Electronics/Engineering, preferred but not required1-3 year experience of customer service, preferredBasic understanding of circuit analysis, and basic working knowledge of electrical equipment preferred but not requiredComputer skills a must, with Microsoft Office (Word, Excel, Outlook)Must have excellent oral and written communication skillsMust possess great analytical and problem-solving skillsExcellent organizational skills, attention to detail, and multi-tasking capabilityStrong team player a mustOther Preferred Knowledge, Skills, and Abilities:Enterprise resource planning (ERP) experience is preferred but not required, QADCustomer service experienceExcellent phone etiquetteMedical device experience is a plusLaser experience is a plus

Created: 2025-02-20