This role supports the Product Support team by processing warranty adjudication requests, assisting patients via the patient services line, and coordinating with internal teams to resolve product-related issues. The ideal candidate delivers high-quality customer service, manages requests efficiently, and communicates effectively across functions.

This is a full-time, temporary position estimated to last approximately 3 months. The role requires working onsite in our Carlsbad office; remote/hybrid work is not available.

RESPONSIBILITIES:

Assists the Product Support team in processing warranty adjudication requests
Answers incoming phone calls via the patient services line to assist patients with PIN resets, therapy disc clip inquiries, and field team contact requests
Escalates product support issues to field support engineers
Maintains high standards of personal presentation and promotes a professional personal and company image
Performs other duties and tasks as assigned

QUALIFICATIONS:

Minimum of 1 year of experience in product warranty evaluation and replacement procedures, including evaluating situations and data to legitimize requests
High school diploma required; Associate degree preferred
Strong communication skills; ability to communicate effectively among multiple teams and team members
Medical device industry experience preferred
Experience speaking with patients and or customers while using a call center management system preferred
Proficient in Microsoft Office Suite
Experience using an ERP system NetSuite preferred and a CRM tool
Excellent organizational and time management skills
Self motivated

Pay Range: $25 - $33 per hour

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