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Customer Service And Sales Support Representative

PROCEPT BioRobotics Corporation
Redwood City, CA
  • Posted: over a month ago
  • Full-Time
Job Description

PROCEPT BioRobotics is a surgical robotics company enabling better patient care by developing transformative solutions in urology. With an initial focus on BPH, the company’s AQUABEAM® Robotic System delivering Aquablation therapy, is the first FDA-cleared, automated surgical robot for the treatment of lower urinary tract symptoms (LUTS) due to benign prostatic hyperplasia (BPH). Aquablation therapy combines real-time, multi-dimensional imaging, automated robotics and heat-free waterjet ablation for targeted, controlled, and immediate removal of prostate tissue. Aquablation therapy offers predictable and reproducible outcomes, independent of prostate anatomy, prostate size or surgeon experience.

The ideal Customer Service and Sales Support Representative will be committed to delivering excellent support to our customers, distributors and field-based teams. This role will assist the global commercial team throughout the customer lifecycle, including pre- and post-sales, capital equipment implementation, ongoing utilization, and renewals. The Customer Service and Sales Support Representative will work alongside our growing Customer Service team and will report to the Customer Success Senior Manager and collaborate with Finance, Quality, Legal and Marketing to help launch and grow hospital programs.

PROCEPT BioRobotics supports a Hybrid working structure, requiring employees to be on-site a minimum of 1 day each week and as required to support business needs or assigned projects.

CORE RESPONSIBILITIES (Other duties may be required as assigned)

  • Enthusiastically communicate with customers and distributors to fulfill requests and respond to inquiries
  • Receive, diagnose, elevate, and resolve issues with urgency; determine validity of warranty and service claims
  • Coordinate shipment schedule and service resources, manage warranty transactions and return goods authorizations
  • Process orders, including capital, disposables, warranty and service; recognize and act on upselling opportunities
  • Reconcile customer shipping and invoicing problems
  • Support sales team across quotation, contracts, new account set up and installation
  • Communicate between the Third-Party Logistics partners (3PL), Field Sales members, internal departments
  • Ensure adherence for Standard Operating Procedures and initiating Quality processes changes as necessary
  • Maintain supporting order documentation, installation forms, service forms, installed base, and DHR files
  • Assist in the development and implementation of tools and processes that enable increased efficiency and effectiveness of the Customer Service Team
  • Provide support functions not detailed herein as deemed necessary by Customer Success Manager
  • Maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance
  • Understand and adhere to the PROCEPT BioRobotics Quality and EHS policies

QUALIFICATIONS (Education, Experience, Certifications)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • BA/BS preferred or equivalent combination of experience/education
  • 3+ years related experience in Customer Success / Service order processing required
  • Organized, extremely detailed, able to multi-task under pressure and meet tight deadlines
  • Ability to communicate in a clear, concise and professional manner with people globally, including hospital administration, surgeons, staff, patients and sales team members, often in stressful situations
  • Ability to raise issues proactively and in a timely manner, as well as propose solutions
  • Strong computer knowledge including MS Office applications
  • Understanding of sales and service processes and experience with CRM and ERP systems, ideally Salesforce and QAD
  • Experience in life sciences or healthcare industry preferred
  • Experience working in a regulated (FDA) environment preferred
  • Exceptional level of drive and dedication to deliver resolutions for the best customer experience

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
To perform this duty the employee must have the ability to sit or stand at and operate a computer terminal and walk or travel safely within the facility. The employee may occasionally lift and/or move up to 15 pounds.

While performing the duties of this job, the employee regularly works in an office environment.

COVID-I9 Vaccine Requirement: As of August 19, 2021, all PROCEPT BioRobotics employees must be vaccinated against the COVID-19 virus. The company will follow an accommodation process for medical or religious exemptions.

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PROCEPT BioRobotics Corporation


Redwood City, CA



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