What are the responsibilities and job description for the Customer Service Specialist (Technical Operations) position at Ekso Bionics?
Position Overview
This is a technical, operations-focused customer service role supporting FDA-regulated robotic exoskeleton devices used in clinical rehabilitation and personal mobility.
The Customer Service Specialist serves as the central hub between customers, Field Service, Engineering, Clinical, Quality, Shipping/Receiving, and Finance. This individual owns customer cases from intake through resolution and ensures accurate documentation within Salesforce (SFDC) and ERP systems (Infor or equivalent).
The ideal customer service candidate is technically inclined, preferably a former Field Service Engineer or technical support professional who wants to transition into an office-based role while remaining engaged in technical problem-solving.
NOTE: This position is a “hybrid” role meaning the employee is expected to be onsite 2 to 3 days per week. It is not a sales commission-driven position.
Key Responsibilities
· Serve as primary point of contact for customer support calls and emails
· Intake, triage, and document all cases in Salesforce (SFDC)
· Coordinate service logistics including Return Merchandise Authorizations (RMA) creation, shipment tracking, loaner management, and repair flow
· Communicate technical information clearly to clinicians and end users
· Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
· Document complaints in accordance with Quality Management System (QMS) requirements
· Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
· Track case milestones from receipt through repair completion and return shipment
· Escalate technical issues appropriately and follow through to closure
· Maintain detailed, audit-ready documentation
Required Experience
· 3 years in a technical customer service role, field service, or product support role
· Experience in medical devices, capital equipment, or regulated environment strongly preferred
· Hands-on experience using Salesforce (or equivalent CRM) to manage cases
· Experience using ERP systems (Infor, SAP, Oracle, etc.)
· Ability to read and interpret technical documentation
· Proven ability to manage high call/email volume while maintaining documentation accuracy
· Strong cross-functional communication skills
Preferred Background
· Former Field Service Engineer transitioning to office-based role
· Familiarity with Return Merchandise Authorizations (RMA’s), service orders, warranty validation, and complaint handling
· Exposure to Product Lifecycle Management (PLM) systems (Teamcenter or similar)
· Experience supporting clinicians, rehab facilities, or medical end users a plus
· International Air Transport Association (IATA) knowledge or certification a plus
Education
Bachelor’s degree or equivalent with technical experience preferred
Compensation & Location
· Salary range is from $75,000 - $95,000 annually depending on experience bonus
· Hybrid role in San Rafael, CA (2 to 3 days per week)
· Standard 40-hour work week with occasional extended hours as needed
· Please apply only if you are comfortable with the hybrid work requirement and commute.
We lead in the industry of exoskeleton for neurological rehabilitation, helping thousands of patients take hundreds of millions of steps inspiring an entirely new way of treating patients. We develop, manufacture, and sell advanced wearable robotics that provide mobility assistance at rehabilitation centers and in home to individuals living with a spinal cord injury or other mobile challenges.
We look to add exceptional people to our team who are passionate about exoskeletons, robotics, and data who want to make and support products that make a difference to people in their everyday lives.
Our company is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Salary : $75,000 - $95,000