Customer Service /Administrative Assistant

Job Summary

Jaken Medical is seeking a highly organized and customer-focused Customer Service Representative to serve as the primary administrative point of contact between our customers, service technicians, biomeds, and internal teams.

This position is responsible for answering customer calls, creating and managing repair tickets, coordinating field-service appointments, processing RMAs, and ensuring service requests move efficiently from initial customer contact through completion.

The ideal candidate is organized, responsive, professional, comfortable communicating with customers, and able to manage multiple service requests at the same time. Experience in medical equipment, healthcare, diagnostic equipment, or a service/repair environment is a plus.

Key Responsibilities

Customer Service & Communication

• Answer incoming customer calls and respond to customer service inquiries.
• Determine the nature and urgency of service requests.
• Gather accurate customer, equipment, and problem information.
• Communicate professionally with customers regarding repairs, service appointments, RMAs, and general service questions.
• Provide customers with updates regarding repair and service status.
• Follow up with customers when additional information is needed.
• Route technical questions and issues to the appropriate service technician or biomed.

Repair Ticket Management

• Create repair/service tickets for biomedical and technical staff.
• Enter accurate equipment information, customer information, symptoms, and service requirements.
• Monitor open repair tickets and follow up on outstanding items.
• Coordinate communication between customers and technicians throughout the repair process.
• Update tickets with service notes, customer communications, scheduling information, and other relevant documentation.
• Help ensure repair tickets are completed and closed accurately.

Field Service Coordination

• Schedule on-site service calls with customers and field-service technicians.
• Coordinate technician availability, customer availability, travel requirements, and service priorities.
• Confirm appointments with customers and technicians.
• Reschedule appointments when necessary.
• Monitor scheduled field-service calls and communicate changes promptly.
• Assist with coordinating urgent or time-sensitive service requests.

RMA & Equipment Returns

• Create and manage RMA (Return Merchandise Authorization) tickets.
• Coordinate the return of equipment and components to Jaken or vendors.
• Provide customers with appropriate return/shipping instructions.
• Track incoming equipment associated with RMAs.
• Coordinate RMA status and communication between customers, service personnel, vendors, and shipping.

Administrative & Operations Support

• Maintain accurate service records and customer information.
• Assist with service-related quotes, purchase orders, invoices, and documentation as needed.
• Coordinate with Sales, Service, Shipping, and Management to ensure customer requests are handled efficiently.
• Help identify outstanding service requests that require follow-up.
• Maintain organized records within the company’s ERP/service management system.
• Assist with other service and administrative duties as assigned.

Qualifications

Required

• Excellent customer service and communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple tasks and service requests simultaneously.
• Strong attention to detail.
• Professional telephone and email communication skills.
• Comfortable working with computers, email, ERP systems, and ticketing/service software.
• Ability to prioritize urgent requests and meet deadlines.
• Ability to work independently while coordinating with a team.

Preferred

• Previous experience in customer service, dispatching, service coordination, scheduling, or an administrative support role.
• Experience working with medical equipment, diagnostic equipment, healthcare, biomedical equipment, or technical service.
• Experience with ERP, CRM, or service-ticketing systems.
• Familiarity with RMAs, equipment repairs, shipping, or field-service operations.

Key Skills

• Customer service
• Scheduling and dispatch coordination
• Ticket management
• RMA processing
• Written and verbal communication
• Organization and prioritization
• Problem solving
• Attention to detail
• Computer/ERP proficiency
• Ability to multitask in a fast-paced environment

Pay: $20.00 - $23.00 per hour

Expected hours: 40.0 per week

Benefits:

• Health insurance
• Paid time off
• Retirement plan

Work Location: In person