Technical Support Representative
InMode, Anaheim, CA, United States
Position:
Technical Support Representative
Department:
Service
Location:
Irvine, California
Company summary:
InMode is a leading global provider of innovative medical technologies which 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 Radio Frequency & IPL/Laser platforms that we sell to private practice doctors. When customers need help with a technical issue, they call our Technical Support team for help. Support rep tries to troubleshoot the issues and works with the technicians if more technical expertise help is needed. It will be +/- 90% Phone support with +/- 10% hands on system services work.
Duties and Responsibilities
Troubleshoot basic level equipment problems over the phone directly with our customers
Escalate issues to Technical Support Representative II, if needed
Effectively manage a large quantity of incoming calls
Report errors and problems through our ERP system (QAD)
Update and maintain our databases on a regular basis to ensure consistent and accurate data
Handle complaints, provide appropriate solutions and follow up to ensure resolution was met
Reading of schematics for troubleshooting purposes
Testing and light repair of medical devices per needs
Basic level understanding of InMode’s products
Other duties or projects as assigned
Qualifications
High School Diploma with some electronics courses or certificates
0‑2 years’ experience of customer service
Basic understanding of circuit analysis, and basic working knowledge of electrical equipment required
Computer skills a must, with Microsoft Office (Word, Excel, Outlook)
Must have excellent oral and written communication skills
Must possess great analytical and problem‐solving skills
Excellent organizational skills, attention to detail, and multi‐tasking capability
Strong team player a must
Other Preferred Knowledge, Skills, and Abilities
Enterprise resource planning (ERP) experience is preferred, QAD
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Technical Support Representative
Department:
Service
Location:
Irvine, California
Company summary:
InMode is a leading global provider of innovative medical technologies which 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 Radio Frequency & IPL/Laser platforms that we sell to private practice doctors. When customers need help with a technical issue, they call our Technical Support team for help. Support rep tries to troubleshoot the issues and works with the technicians if more technical expertise help is needed. It will be +/- 90% Phone support with +/- 10% hands on system services work.
Duties and Responsibilities
Troubleshoot basic level equipment problems over the phone directly with our customers
Escalate issues to Technical Support Representative II, if needed
Effectively manage a large quantity of incoming calls
Report errors and problems through our ERP system (QAD)
Update and maintain our databases on a regular basis to ensure consistent and accurate data
Handle complaints, provide appropriate solutions and follow up to ensure resolution was met
Reading of schematics for troubleshooting purposes
Testing and light repair of medical devices per needs
Basic level understanding of InMode’s products
Other duties or projects as assigned
Qualifications
High School Diploma with some electronics courses or certificates
0‑2 years’ experience of customer service
Basic understanding of circuit analysis, and basic working knowledge of electrical equipment required
Computer skills a must, with Microsoft Office (Word, Excel, Outlook)
Must have excellent oral and written communication skills
Must possess great analytical and problem‐solving skills
Excellent organizational skills, attention to detail, and multi‐tasking capability
Strong team player a must
Other Preferred Knowledge, Skills, and Abilities
Enterprise resource planning (ERP) experience is preferred, QAD
#J-18808-Ljbffr