IRIDEX Corporation is a medical device manufacturer and operates in a global regulated environment (e.g. FDA). Regulations include (but are not limited to) FDA 21 CFR 820, EN ISO 13485, and the European Medical Regulation (MDR). Based on the position, experience in a regulated environment and the extent of working knowledge of appropriate regulations may vary. 

PURPOSE OF JOB: 

The Technical Service Administrator provides full administrative support by acting as a liaison for customers, coordinating technical service activities and acting as the main contact for the department.

MAJOR DUTIES AND RESPONSIBILITIES:

• Serve as a “Dispatcher” of technical service calls and e-mails, routing calls to the appropriate individuals and handling customer inquiries to technical support group. 
• Work with customer service, technical service, shipping and manufacturing to facilitate order process and shipments of customer returned equipment. 
• Follow-up with customers on open action items until resolved. 
• Support incoming RMA activities 
• Maintain the ERP database by entering service invoices, ensuring data accuracy, and updating records as needed.
• Handle and execute domestic service orders and shipments. This includes all paperwork associated with the ordering; shipments tracking and updating records of end-users. 
• Record all inquiry calls and pass on the information to the ASMs and send out information to the customer, as required. 
• Provide administrative support by organizing customer device documentation and assisting the Technical Service team.
• Control shipping, tracking and return of customer returned inventory and loaners. 
• Process credit card payments. 
• Process requests by technical support group. 
• Performs other duties as assigned by manager.

QUALIFICATIONS:

• AA/AS degree or 3 years of relevant experience in sales or administrative functions relating to working in a technical /customer service or sales environment. 
• Proficiency in ERP systems (experience with Microsoft Business Central preferred).
• Strong Microsoft Office skills (Excel, Word, Outlook).
• Exceptional attention to detail and organizational skills.
• Strong problem-solving and analytical abilities.
• Effective communication skills and ability to collaborate with cross-functional teams.
• Initiative to identify answers to inquiries in a relatively unstructured environment. 
• Must be able to lift up to 25lb

Additional Information:

• Department: Technical Service
• Reports to: Director, Technical Service
• FLSA Status: Non-Exempt
• Hourly Rate: $27 - $30 (DoE)
• Work Location: 100% onsite in Mountain View, CA