Customer Support Representative

Job Description

Job Description

Document Type: Job Description 

Position Title: Customer Support Representative  

Reports To: Customer Success & Logistics Manager

Revised: 05/14/2025

Company Overview

At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact—where a team of dedicated individuals goes above and beyond to make a real difference in people’s lives.

As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that’s truly making an impact in the healthcare industry, this is the perfect opportunity.

To make you a hero for your patients, we go the mile after the extra mile – We are the Solutionists of Solutech. 

Functional Description

The Customer Support Representative will manage customer accounts, provide exceptional customer service, and act as the primary liaison between customers and our internal teams. You'll play a key part in ensuring smooth communication for repair transactions and supporting customer needs to drive satisfaction, retention, and engagement. No technical background is required, but a customer-first mindset and strong communication skills are essential. The ideal candidate is organized, relationship-oriented, and motivated to help customers get the best possible service

Scope of Outcomes

The core responsibilities for this position include:

• Serve as the main point of contact for assigned customer accounts
• Build and maintain strong relationships, addressing customer needs and ensuring they receive high-quality support throughout their experience
• Act as a key liaison between customers and the production team, ensuring accurate communication regarding repair status, timelines, and service needs
• Coordinate with internal teams to prioritize repairs and manage customer expectations
• Achieve customer retention and performance goals by ensuring satisfaction and identifying opportunities to offer additional services and solutions
• Manage the coordination of equipment repairs and service transactions
• Work closely with the production and logistics teams to ensure timely and efficient service delivery
• Assist customers with inquiries, provide clear and helpful information and ensure their concerns are addressed quickly and effectively
• Maintain accurate records of customer interactions, service requests, and repair transactions
• Track progress and ensure timely follow-ups
• Collect and share customer feedback with internal teams to support continuous improvement in products and services
• Utilize the Salesforce system for timely documentation of all customer interactions and updates

Qualifications

Required qualifications include: 

• Proven experience in customer service and account management
• A strong ability to build and maintain relationships while ensuring customer satisfaction
• Experience in meeting customer retention and sales performance goals
• Ability to recognize customer needs and recommend appropriate solutions
• Excellent verbal and written communication skills
• Ability to explain information clearly to customers
• Strong collaboration skills, with experience working across teams, such as production, sales, and service teams, to ensure smooth customer transactions
• Ability to manage multiple priorities and tasks effectively in a fast-paced environment

Preferred qualifications include: 

• Experience in customer support or account management role
• Experience with a digital CRM system. Salesforce preferred 
• Familiarity with healthcare equipment or service-based environments 

Environmental and Physical Requirements

• Ability to lift 30 pounds
• Ability to stand for long periods of time
• Dexterous ability to manipulate small objects
• Willing to work standard and non-standard hours as required to support the customers