Company Overview
Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.
The Opportunity That Awaits You:
We are seeking a driven and passionate Senior Customer Service and Sales Support Representative to join our high-performing team. The ideal candidate thrives in a fast-paced environment and takes pride in delivering exceptional support to our customers, distributors, and field teams. This pivotal role will support the global commercial team throughout the customer lifecycle -- from pre- and post-sales, capital equipment implementation, ongoing utilization and renewals. You will collaborate cross-functionally with Finance, Quality, Commercial Contracts, Legal, Marketing and Logistics to ensure seamless operations and outstanding customer satisfaction. If you are ready to contribute to a culture of excellence and provide top-tier service, we’d love to hear from you!
What Your Day-To-Day Will Involve:
Customer Service & Order Management
-Efficiently manage and process global orders, including capital equipment, disposables, warranty, RGAs, rental, evals, trunk stock and service, ensuring accuracy and timely fulfillment.
-Proactively address and resolve customer inquiries, complex complaints, and escalations.
-Partner with logistics and supply chain teams to coordinate shipping, delivery timelines and inventory availability, ensuring seamless order execution.
-Provide backup support to the Customer Service Contact Center as needed.
Sales Support & Coordination
-Assist throughout the quote-to-cash process, including coordination of capital equipment delivery and install.
-Manage Customer Experience Support Cases, ensuring timely and accurate processing of replacements and RGAs.
-Maintain customer records and asset information within CRM system.
-Collaborate with finance on invoicing, billing, and payment issues.
-Support sales reps with reporting, documentation, and customer follow-ups.
Compliance & Documentation
-Uphold Standard Operating Procedures and ensure all customer transactions comply with company policies, industry regulations and SOX requirements.
-Keep meticulous records within our CRM and ERP systems, ensuring data integrity and overseeing service documentation, while ensuring all information is up-to-date and accurate.
-Maintain compliance with PROCEPT BioRobotics Quality Management System and EHS policies, ensuring all processes meet regulatory standards.
Process Improvement & Cross-Functional Collaboration
-Proactively identify and suggest improvements within customer service and sales support processes.
-Collaborate with sales, finance, marketing, and operations teams to address challenges and continuously enhance the customer experience.
-Support the onboarding, training and mentoring of new CS reps, while contributing to SOP updates and new process implementations.
-Actively engage in training sessions and team meetings to stay informed on the latest company products, policies and industry best practices.
-Conduct user acceptance testing (UAT) as needed for the deployment of new processes/tools, ensuring functionality and alignment with requirements.
-Work under minimal supervision, leveraging established processes to accomplish tasks and meet targets.
The Qualifications We Need You to Possess
Location: Available to work onsite in San Jose, CA once a week or as required.
Availability: Willing to work beyond standard business hours as needed, with a commitment to being available during month-end and quarter-end periods.
Experience: 5+ years of customer service and/or sales support experience, preferably within the medical device or life sciences industry.
Education: BA/BS preferred or equivalent combination of experience and education.
Technical Skills: Advanced proficiency of order management, CRM and ERP systems (Salesforce and QAD preferred).
Customer Relations: Proven ability to handle customer complaints and escalations with a track record of driving process
The Qualifications We Would Like You to Possess
Industry Expertise: Familiarity with medical device regulatory requirements (FDA) and experience supporting capital equipment sales and post-sale activities.
Communication Skills: Ability to convey information clearly and professionally across diverse audiences, including healthcare professionals and internal teams.
Problem Solving: Strong critical thinking and decision-making skills to address customer challenges efficiently.
Multitasking & Adaptability: Proven ability to manage multiple tasks and requests in a fast-paced, high-pressure environment.
Time Management: Exceptional organizational skills with a focus on meeting tight deadlines.
User Acceptance Testing (UAT): Experience in conducting UAT for system enhancements and new process implementations.
Understanding PROCEPT's Culture
At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers.
And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens.
We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances.
An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!
BENEFITS OF WORKING AT PROCEPT!
PROCEPT’s health and wellness benefits for employees are second to none in the industry. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a comprehensive benefits package that includes full medical coverage, wellness programs, on-site gym, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, flexible or paid time off, paid parental leave, paid holidays, and many more!
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
PROCEPT BioRobotics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.
PAY RANGE TRANSPARENCY
Procept is committed to fair and equitable compensation practices. The pay range(s) for this role represents a base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Procept utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above.
WORK ENVIRONMENT
We’ll provide you training for, and ask you to maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance. We would also ask you to understand and adhere to the PROCEPT BioRobotics Quality & EHS policies.
