Job Description

About Us

ImmersiveTouch is a cutting-edge medical device company dedicated to delivering innovative AR/VR solutions for surgical planning and medical training. We are searching for a Customer Support & Service Coordinator to ensure a seamless experience for physicians, hospitals, sales representatives, and internal teams. This role involves direct communication with both external and internal stakeholders, providing support, ensuring smooth service delivery, coordinating deployments, and troubleshooting technical issues.

Key Responsibilities

Customer & Sales Rep Support

• Serve as the primary point of contact for clients and sales representatives, assisting with software and technology-related issues.
• Diagnose and troubleshoot issues in real time, identifying quick and accurate solutions while adapting to unique challenges faced by clients and sales representatives.
• Communicate technical solutions in a clear, user-friendly manner, ensuring customers feel supported and confident using our technology.
• Provide timely updates, troubleshooting guidance, and follow-ups to resolve issues effectively.
• Maintain detailed documentation of common support requests and solutions.

Service Coordination & Deployment

• Prepare, configure, and install AR/VR systems and related technology for external users, ensuring proper software setup, licensing, and system configurations before deployment.
• Track inventory of AR/VR hardware and related equipment, ensuring availability, and coordinate hardware orders and replacements as needed.
• Investigate recurring or complex issues reported by clients or identified internally, coordinate with relevant teams for resolution, and ensure solutions are properly implemented and timely documented.
• Communicate patterns or trends in reported issues to internal teams, providing insights to help improve products and services.
• Oversee the shipping and tracking of systems and devices to clients and sales reps, ensuring timely delivery.

On-Site & Internal Support

• Support medical professionals and hospital teams as needed to ensure smooth technological operation in clinical settings.
• When required, be available to provide remote or on-site support before surgeries begin, including those with early start times at 7 AM.
• Aid internal team members with software and system-related questions.
• Maintain tools and systems used for corporate operations, product development, and service delivery.
• Perform routine maintenance on 3D printers to ensure optimal performance and minimize downtime.

Regulatory & Security Coordination

• Act as the primary liaison, collaborating with teams to address client security and regulatory inquiries while ensuring compliance with industry standards.
• Assist in addressing requirements related to security assessments received from clients, ensuring compliance with industry regulations and company policies.
• Maintain documentation for compliance, security, and operational best practices to support both internal and external stakeholders.

Requirements

• Demonstrate strong problem-solving skills and experience troubleshooting software and system-related issues.
• Ability to think critically and adapt solutions to different scenarios, ensuring effective resolution of customer and operational challenges.
• Exhibit excellent communication and customer service skills, with the ability to engage effectively with clients, medical professionals, and sales representatives.
• Work collaboratively with internal teams and external consultants to support service delivery, compliance, and operational needs.
• Process strong organizational skills and attention to detail, with the ability to track and manage multiple priorities, including support requests, deployments, compliance efforts, and security assessments.
• Experience in maintaining documentation related to troubleshooting steps, security policies, compliance requirements, and operational best practices.
• Willingness to travel when needed to provide on-site support and assistance.
• Comfortable providing periodic early morning support.
• Experience with AR/VR systems or similar technologies (a plus but not required).
• Familiarity with industry compliance standards such as SOC 2, HIPAA, ISO 27001, GDPR, or FDA regulations (a plus but not required).

Compensation and Benefits

• Salary Range for Position: $45K-$70K per year
• Medical, Dental and Vision Insurance
• 401K Savings Plan
• Paid Company Holidays

Why Join Us?

This role is ideal for someone who enjoys a balance of customer interaction, problem-solving, and service coordination. You will play a critical role in ensuring our innovative solutions are successfully deployed and supported, making a tangible impact in medical technology and healthcare.

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