Autonomous Medical Devices Incorporated · 3 hours ago
Customer Service Manager
Santa Ana, CA
Full-time
Onsite
Mid, Senior Level
$75K/yr - $95K/yr
5+ years expAutonomous Medical Devices Incorporated (AMDI) is dedicated to advancing point-of-care diagnostics with innovative diagnostic systems. They are seeking a hands-on Customer Service Manager to build and lead the customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients using AMDI’s products and services.
BiotechnologyHospitalInformation TechnologyMedical Device
Responsibilities
Implement and continuously improve end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment
Own day-to-day execution of customer support operations, including coverage schedules and peak-volume planning
Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale
Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution
Coordinate cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience
Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures
Ensure customer-facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient-impacting workflows
Recruit, train, coach, and manage a growing team of customer service representatives
Build a culture of customer focus, accountability, urgency, and continuous improvement
Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions
Build dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data
Support new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value
Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included
Qualification
Required
Bachelor's degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience
Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment)
Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment
Working knowledge of diagnostic / laboratory workflows
Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment
Excellent written and verbal communication skills—able to translate technical and clinical concepts into clear, empathetic guidance
Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting
Preferred
Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers
Direct experience with complaint handling and cross-functional quality investigations
Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations)
Benefits
Eligible for incentive stock options
13 company-paid holidays plus generous vacation and sick days
Daily on-site free lunch, snacks, and drinks (when at corporate HQ)
100% employer-paid medical insurance for employee coverage (base plan)
401(k) with company match
Education assistance program
Monthly socials and employee events
Employee discounts (theme parks, movies, hotels, rental cars)
Company
Autonomous Medical Devices Incorporated
Autonomous Medical Devices Incorporated (AMDI), with its principal place of business in California, employs a world class team of engineers, scientists, clinicians, and manufacturing experts dedicated to the development and manufacture of point-of-care diagnostic devices using breakthrough microfluidics, protein engineering, and data/cloud connectivity.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$148MKey Investors
National Institute of Biomedical Imaging and Bioengineering
2024-02-28Grant· $5.3M
2023-04-12Grant· $1.2M
2021-03-08Series Unknown· $121.5M
Leadership Team
David Okrongly
CEO
Rafael Delgado
HR Business Partner
Recent News
2025-09-15
BioWorld Financial Watch
2025-06-09
Company data provided by crunchbase