Position: Technical Support Representative (Electronic/ Electro-mechanical, not IT)

Department: Service

Location: Irvine, CA

In Office, On-site

Company 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 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
• Learns and understands Basic level understanding of InMode’s products
• Other duties or projects as assigned

Qualifications:

• Associate’s Degree in Electronics/Engineering, preferred but not required
• 1-3 year experience of customer service, preferred
• Basic understanding of circuit analysis, and basic working knowledge of electrical equipment preferred but not 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 but not required, QAD
• Customer service experience
• Excellent phone etiquette
• Medical device experience is a plus
• Laser experience is a plus