Territory Customer Success Representative - Northern CA

**This role requires the candidate to be based in or near the Walnut Creek/San Jose area, with the ability to travel locally.**



Position Summary:

The Field Support Representative will be responsible for providing comprehensive support to our various sites, ensuring efficient and exceptional service to our valued customers in your assigned territory. The ideal candidate will possess excellent communication skills, strong attention to detail, and a passion for delivering outstanding customer experiences.

Essential Functions: 

· Travel to customer locations within a designated territory.

· Manage customer inquiries, orders, and requests promptly and accurately.

· Assist sales representatives in managing technical, inventory, and other various service needs.

· Provide on-site technical support, troubleshooting and maintenance for our products or services.

· Ensure customer satisfaction and build strong relationships.

· Serve as the key point of contact for customers, addressing inquiries via phone, email, or in-person interactions. Proactively ensuring the site needs are being maintained.

· Provide products, offer training, guidance and technical support for customers on an ongoing basis.

· Offer training and guidance to clinic staff and patients on product usage.

· Sheppard and manage tickets for the sales representative.

· Collaborate closely with the sales team to ensure alignment on customer needs and preferences.

· Coordinate with internal departments such as logistics, inventory, customer service, patient support, and engineering to facilitate smooth territory and customer management.

· Generate and maintain documentation to track customer interactions for the sales representative. This includes working in Salesforce, OneDrive, etc.

· Stay informed about company products, services, and industry trends to effectively address customer inquiries and concerns.

· Identify opportunities for process improvements and contribute to the development of best practices within the sales support team.

· Performs other duties as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Required Education and Experience

 · High school diploma or equivalent; additional education or training in sales, customer service, or a related field is a plus.

· 0-1 year of proven experience in customer service or sales support roles

· Strong technical skills and knowledge of our products or services

· Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and team members.

· Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities simultaneously.

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software; experience with Salesforce or similar platforms is preferred.

· Ability to work independently with minimal supervision while also functioning effectively as part of a team.

· Flexibility to adapt to changing priorities and business needs in a fast-paced environment.

· A positive attitude, a willingness to learn, and a commitment to providing exceptional customer service.

· Ability to travel in the field in the assigned territory up to 75% of the time.

· Demonstrated reliability, integrity, and professionalism in all interactions with customers and colleagues.

Preferred Skills and Experience 

· Bachelor’s degree

· 1-3 years of proven experience in a customer service or sales support role