Company / Regulatory Environment

IRIDEX Corporation is a medical device manufacturer operating in a global regulated environment, including FDA-regulated quality systems. Applicable regulations may include FDA 21 CFR 820, EN ISO 13485, and the European Medical Device Regulation. Depending on the position and level of experience, familiarity with regulated quality systems, documentation practices, and service-related compliance requirements may be required.

Purpose of Job

The PASCAL Technical Service Administrator supports the PASCALTechnical Service department by coordinating service activities, customer communications, complaint-related follow-up, RMA processing, parts orders, field service scheduling, inventory transactions, and service documentation. This role helps ensure that service requests, complaints, repairs, shipments, and customer support activities move efficiently through the appropriate systems and internal processes.

This position requires strong attention to detail, excellent communication skills, the ability to work cross-functionally, and comfort working in ERP, CRM, and service management software systems, including platforms such as Microsoft Dynamics 365 Business Central and ServiceMax.

Major Duties and Responsibilities

·         Serve as a primary administrative contact for PASCAL-related service calls, emails, and customer inquiries.

·         Coordinate service-related action items with customers, field service engineers, sales representatives, distributors, and internal teams.

·         Work with Quality Assurance to support the timely review, documentation, and closure of customer complaints and service-related quality records.

·         Assist the Technical Service Supervisor with scheduling and dispatching field service engineers for service calls, installations, repairs, and training activities.

·         Process service parts orders, RMAs, international representative orders, and warranty-related transactions.

·         Receive returned materials, assign RMAs to technicians in the service management system, and ensure proper movement of units or parts through the repair process.

·         Retrieve tested parts, complete required documentation, and support the closure of RMAs in the appropriate system.

·         Complete inventory transactions in the ERP system, including inventory movement, returns to stock, and related documentation.

·         Use Microsoft Dynamics 365 Business Central or a similar ERP system to process service parts orders, inventory movements, RMAs, invoices, sales orders, and related service transactions.

·         Use ServiceMax, Salesforce, or similar service management software to support service case tracking, work orders, RMA activity, field service scheduling, service history, and customer communication.

·         Maintain accurate service, customer, inventory, and order records across ERP, CRM, and service management systems.

·         Support the preparation of service orders, sales orders, shipping documents, invoices, and customer records.

·         Assist with tracking shipments, delivery status, and customer follow-up for service-related orders.

·         Process invoices, credit card payments, warranty compensation activity, and other service-related financial transactions as needed.

·         Assist with creating, maintaining, and improving work instructions, procedures, and training documentation for Customer Service and Field Service Engineer workflows.

·         Support training logistics for new hires, distributors, and field service personnel on the PASCAL product line.

·         Support process improvement projects related to service operations, ERP transactions, CRM updates, inventory accuracy, complaint handling, and customer experience.

·         Perform other duties and projects as assigned by the Technical Service Supervisor.

Qualifications

·         Associate's degree in Business Administration, Operations, or a related field preferred; equivalent experience may be considered.

·         5+ years of administrative, operations, customer service, or service support experience, preferably in a technical service or medical device environment.

·         Experience working in a regulated industry, such as medical device, healthcare, life sciences, manufacturing, or other quality-controlled environments, preferred.

·         Experience with lasers, medical lasers, ophthalmic devices, or technical service operations is a plus.

·         Working knowledge of ERP systems required; experience with Microsoft Dynamics 365 Business Central strongly preferred.

·         Experience with service management software required; experience with ServiceMax, Salesforce Service Cloud, or similar platforms strongly preferred.

·         Experience with CRM systems, customer records, service cases, work orders, RMAs, and service history documentation preferred.

·         Experience with inventory transactions, parts ordering, RMA processing, invoicing, and service-related order management.

·         International shipping and distributor support experience preferred.

·         Ability to work accurately across multiple systems while maintaining strong attention to detail.

·         Strong written and verbal communication skills.

·         Ability to multitask, prioritize competing requests, and work effectively in a fast-paced service environment.

·         Strong problem-solving, conflict resolution, and deductive reasoning skills.

·         Comfortable working cross-functionally with Service, Quality Assurance, Sales, Operations, Finance, and external customers.

·         Proficient with Microsoft Office and Windows-based business systems.

·         Positive attitude, strong ownership mindset, and ability to work well in a team environment.

Physical Job Requirements

The physical job requirements described below are representative of those needed to perform the essential functions of this position. IRIDEX will consider reasonable accommodations consistent with applicable federal and California law.

·         Ability to perform the essential functions of the role, with or without reasonable accommodation.

·         Ability to lift, carry, push, pull, or otherwise move up to 20 lbs. as needed, often involving manual material handling of parts, returned materials, service items, shipping materials, and related documentation.

·         Ability to sit or stand at a workstation and use a computer, telephone, keyboard, mouse, and standard office equipment for extended periods.

·         Ability to work safely in office and manufacturing environments and follow applicable safety, quality, and site procedures, including use of required personal protective equipment when applicable.