Customer Service Operations Specialist

About the Company

ZAP Surgical Systems is a pioneering surgical robotics company based in San Carlos, CA. Our flagship product, the ZAP-X Radiosurgery System, utilizes a revolutionary gyroscopic motion platform and a self-shielded design, to non-invasively treat tumors of the head, neck, and brain.

Purpose of the Position

The Customer Operations Associate plays a key role in supporting medical device Customer service and field service operations by coordinating service requests, maintaining accurate case records, supporting dispatch activities, and facilitating service logistics.

This role manages a broad range of Customer-facing service operations activities, including documenting incoming service events in ZAP’s internal systems, coordinating internal and field-based resources, and helping drive timely issue resolution in a regulated operating environment.

Key Responsibilities

• Document Customer requests for service, preventive maintenance, and training in ZAP’s CRM database, generating and tracking a service request number for each case.
• Escalate Customer issues in accordance with established service operations procedures and quality requirements.
• Coordinate cross-functional support to address Customer issues and field service events, including dispatch of field personnel, service scheduling, and shipment of replacement parts or tools as needed.
• Maintain accurate, inspection-ready Customer and service event records and document case disposition within ZAP’s CRM database.
• Obtain required approvals and ensure field service documentation is complete before closing service reports and cases.
• Maintain the Approved Supplier List in accordance with internal quality procedures and support supplier documentation updates and renewals as required.
• Track the return of used and unused parts in accordance with Return Materials Authorization (RMA) procedures and partner with Manufacturing and other internal stakeholders to support timely reconciliation and case closure.
• Ensure all activities are performed in compliance with company SOPs, quality system requirements, and applicable service operations procedures.

Qualifications Required

• 5 years of experience in Customer operations, field service coordination, service support, healthcare operations, medical device operations, or case management.
• Experience working with CRM, service management, or case tracking systems.
• Demonstrated ability to maintain accurate, complete, and compliant documentation in a regulated environment.
• Advanced proficiency in Microsoft Office Suite.

Knowledge, Skills, and Abilities

• Strong organizational, communication (written and verbal), and service documentation skills, with experience managing CRM or service operations data.
• Proactive self-starter with the ability to work effectively both independently and across cross-functional service, operations, and quality teams.
• Experience in the medical device industry or another regulated industry is preferred.
• Strong multitasking ability and adaptability when managing multiple service cases, follow-ups, and changing operational priorities.
• Detail-oriented and committed to delivering a high-quality Customer experience while supporting compliant service operations.

Education

Prefer Bachelors' Degree in Business or related field