Technical Customer Service Manager

Title: Technical Customer Service Manager Location: San Clemente, CA (In-Office w/Travel Required) Salary: $80k – $90k Medical Device Company is seeking a Technical Customer Service Manager to join their team! Key Responsibilities: Serve as the primary technical expert for customer inquiries, troubleshooting, and device-related issues as an integral member of the Customer Success team Manage the US technical support function, ensuring timely and effective resolution of customer concerns. Act as the main escalation point for complex or high-priority cases.

Provide product training and technical guidance to our third-party logistic team. Develop and maintain troubleshooting guides, technical documentation, and customer resources in conjunction with global service team Collaborate with operation, engineering, product, and sales teams to address recurring issues and improve products. Monitor support metrics (response time, uptime, resolution rates, satisfaction scores) and identify areas for improvement.

Ensure compliance with applicable medical device regulations and safety protocols. Occasionally travel for on-site customer support, training, or worldwide subsidiaries. Requirements: Minimum 5 years of technical support or field service experience, preferably in the aesthetic medical device sector.

Excellent customer service and communication skills, with the ability to explain complex technical topics in simple terms. Familiarity with regulatory standards for medical devices (e.g., FDA, ISO 13485) is preferred. Experience with ERP and CRM systems is a must.

Bachelor’s degree in Engineering, Electronics, or related field. Experience training clinical and service staff and other aesthetic professionals.