Careers at Ekso

I. POSITION SUMMARY:

This is a technical, operations-focused customer service role supporting FDA-regulated robotic exoskeleton systems used in clinical rehabilitation and personal mobility.

This is not a sales role.

The Customer Service Specialist serves as the central hub between customers, Field Service, Engineering, Clinical, Quality, Shipping/Receiving, and Finance. This individual owns customer cases from intake through resolution and ensures accurate documentation within Salesforce (SFDC) and ERP systems (Infor or equivalent).

The ideal candidate is technically inclined – preferably a former Field Service Engineer or technical support professional – who wants to transition into an office-based role while remaining deeply engaged in technical problem-solving.

II. KEY RESPONSIBILITIES:

• Serve as primary point of contact for customer support calls and emails
• Intake, triage, and document all cases in Salesforce (SFDC)
• Coordinate service logistics including RMA creation, shipment tracking, loaner management, and repair flow
• Communicate technical information clearly to clinicians and end users
• Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
• Document complaints in accordance with Quality Management System (QMS) requirements
• Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
• Track case milestones from receipt through repair completion and return shipment
• Escalate technical issues appropriately and follow through to closure

III. REQUIRED EXPERIENCE:

• 3+ years in a technical customer service, field service, or product support role
• Experience in medical device, capital equipment, or regulated environment strongly preferred
• Hands-on experience using Salesforce (or equivalent CRM) to manage cases
• Experience using ERP systems (Infor, SAP, Oracle, etc.)
• Ability to read and interpret technical documentation
• Proven ability to manage high call/email volume while maintaining documentation accuracy
• Strong cross-functional communication skills

IV. PREFERRED BACKGROUND:

V. WHAT THIS ROLE IS NOT

• Not a sales position
• Not a commission-based role
• Not remote
• Not entry-level

Candidates seeking sales, business development, or remote-only opportunities should not apply.

VI. COMPENSATION & LOCATION

• $75,000 – $90,000 annually depending on experience
• Onsite role in San Rafael, CA (5 days per week)
• Standard 40-hour work week with occasional extended hours as needed
• Please apply only if you are comfortable with the onsite requirement and commute.

VII. EDUCATION

• Bachelor’s degree or equivalent technical experience preferred.

If you are interested in joining Team Ekso, please submit your resume to HR@eksobionics.com.