Technical Customer Service Manager

Job Description

Title: Technical Customer Service Manager

Location: San Clemente, CA (In-Office w/Travel Required)

Salary: $80k - $90k

Medical Device Company is seeking a Technical Customer Service Manager to join their team!

Key Responsibilities:

• Serve as the primary technical expert for customer inquiries, troubleshooting, and device-related issues as an integral member of the Customer Success team
• Manage the US technical support function, ensuring timely and effective resolution of customer concerns.
• Act as the main escalation point for complex or high-priority cases.
• Provide product training and technical guidance to our third-party logistic team.
• Develop and maintain troubleshooting guides, technical documentation, and customer resources in conjunction with global service team
• Collaborate with operation, engineering, product, and sales teams to address recurring issues and improve products.
• Monitor support metrics (response time, uptime, resolution rates, satisfaction scores) and identify areas for improvement.
• Ensure compliance with applicable medical device regulations and safety protocols.
• Occasionally travel for on-site customer support, training, or worldwide subsidiaries.

Requirements:

• Minimum 5 years of technical support or field service experience, preferably in the aesthetic medical device sector.
• Excellent customer service and communication skills, with the ability to explain complex technical topics in simple terms.
• Familiarity with regulatory standards for medical devices (e.g., FDA, ISO 13485) is preferred.
• Experience with ERP and CRM systems is a must.
• Bachelor’s degree in Engineering, Electronics, or related field.
• Experience training clinical and service staff and other aesthetic professionals.