Technical Operations Administrator (Medical, Operations Support)

Company Overview:

OCULUS is a family-owned medical device company founded and headquartered in Germany over 125 years ago. Since then, the company has expanded globally and was established in the USA more than 20 years ago. OCULUS develops first-class instruments for eye diagnostics (ophthalmic medical equipment) for optometrists and ophthalmologists. Our team of professionals takes pride in providing high quality products, comprehensive product education, and exceptional customer service to doctors and their staff. Join us to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve vision.

Website: https://www.oculus.de/us/from-idea-to-product/

Benefits: Company covers 100% healthcare insurance premiums for employees and for dependents, paid time off starts at 3 weeks annually, nine paid holidays, life insurance, short-term and long-term disability insurance and a 401k plan with generous company contributions.

How to Apply:

• Complete the application: Career Center | Recruitment
  • Only online applications will be accepted.
• Complete the assessment:
  • https://www.ondemandassessment.com/link/index/JB-16PFVL646?u=1156200
  • Please take your time, focus, and be as honest with yourself as possible when responding. Copy and paste the URL below into a web browser of a PC or laptop to begin the assessment.

NOTE: All applicants must submit both an application and complete an online assessment to be considered.

Job Overview:

We are expanding our Operations Team to support the growth of our organization. We are seeking a self-starter with strong technical and customer service skills, a business mindset, and a drive to learn. This position is an excellent opportunity to learn many facets of the business. The Technical Support Representative will join OCULUS’ WAVE Contact Lens System business.

WAVE Contact Lens System, LLC has engineered a contact lens design software to develop and sell custom contact lenses. WAVE custom software makes the contact lens fitting process more efficient and supports challenging vision needs that eye care professionals encounter. The WAVE lenses provide comfort and great visual outcome to patients. Engineering better vision is our passion. Website: https://www.wavecontactlenses.com

Job Description

Schedule: Monday – Friday 8:30am – 5:00pm PST

Location: Onsite at the Arlington, WA Facility (Not Remote)

The Technical Support Representative will interact between our customer base of physicians and staff at ophthalmology/optometry practices and our manufacturing contact lens laboratories to support the requirements of our growing business both domestically and internationally. Responsibilities include handling daily technical support and administrative inquiries by communicating in a responsive and professional manner.

Essential Responsibilities and Duties (other duties may be assigned):

• Assist customers with technical support inquiries via phone, email, online chat, and remote sessions. Answer technical questions from customers with product related inquires, concerns, and complex issues to provide exceptional service.
• Provide technical and network problem resolution by asking questions to diagnosis the issue while guiding them through step-by-step solutions.
• Assist customers with uninstalling/reinstalling basic software applications, updates, and verifying proper software set up.
• Develop a basic understanding of the relevant medical devices and troubleshooting steps.
• Assist customers in the lens ordering process including re-orders and returns.
• Monitor orders, resolve hold issues, or contact manufacturing labs as needed.
• Manage communications with assigned lab in regard to orders changes, cancelations, issues, and delays. Seek guidance of the R&D team when necessary.
• Log customer feedback and report data to the lab for continuous improvement.
• Responsible for lead entry and management using company CRM system.
• Assist in documentation and keeping customer and lab records up to date.
• Follow up with prospects to collect necessary documents and set up accounts in the system.
• Work with colleagues to support continuous improvement in business processes and customer experience.
• Learn about the products and industry in relation to contact lens design to support the business.
• Participate in continued education of the business and industry.
• Support the business with other special assignments or projects.

Qualifications:

• Certificate or associate’s degree in business, technology, or related field preferred
• 3 years in an operations or technical support role preferred
• Office 365 knowledge (Email, Excel, Word, PowerPoint)
• CRM/ERP and data entry knowledge
• Excellent written and verbal communication skills
• Highly motivated, self-starter, and the desire to learn
• Technical savvy; software and networking knowledge
• Working knowledge with network file sharing in both workgroup and domain environments
• Familiar with operating systems and technical terminology
• Familiar with remote access software
• Ability to multi-task and prioritize
• Teamwork and continuous improvement mentality
• High quality customer service orientation
• Professional work ethic and demeanor
• Strong organizational and problem-solving skills

Physical demands and work environment:

• The company provides a smoke and vape-free environment on company premises for its employees, customers, and visitors.
• Ability to perform a desk job for several hours. While performing the duties of this job, the employee is regularly required to sit, talk, hear, and spend extend time periods at a computer using a variety of software applications. Ability to lift up to 10 lbs.

Scope and changes:

The job description is not intended to cover every single requirement of the job and that the company reserves the right to change job duties at any time.