Medical Device Customer Service Representative – Remote & On‑Site Support Specialist for Advanced Infusion Systems

About brighthush and the Medical Device Industry

At brighthush, we are pioneers in the medical device sector, designing and delivering cutting‑edge enteral feeding and infusion pumps that enhance patient safety, streamline clinical workflows, and ultimately save lives. Our Medical Devices Group is headquartered in Salt Lake City, UT, and is renowned for its commitment to innovation, quality, and customer excellence. We believe that every member of our team plays a pivotal role in advancing healthcare technology, and we empower our people to solve complex challenges with confidence and creativity.

Why Join brighthush?

When you become part of brighthush, you’ll experience a culture that blends performance, trust, and collaboration. Our people enjoy working on meaningful projects, receiving recognition for their contributions, and enjoying a healthy work‑life balance. Whether you’re a seasoned professional or an emerging talent, brighthush offers a supportive environment where you can grow, learn, and make a real impact on patient outcomes worldwide.

Position Overview

We are seeking a polished, customer‑centric Medical Device Customer Service Representative to join our dynamic team. This role is fully remote but requires the ideal candidate to reside within a commutable distance from our Salt Lake City facility for initial training and occasional on‑site support. You will report directly to the Customer Service Supervisor and collaborate closely with sales, engineering, and quality teams to ensure seamless service delivery for our advanced infusion systems.

Key Responsibilities

• Process customer orders and repair requests via phone, fax, and email, accurately entering all details into the ERP/order entry system.
• Generate and transmit order confirmations, managing customer expectations regarding delivery timelines and service updates.
• Support and initiate pricing dispute processes, working with finance and sales to resolve discrepancies.
• Handle product replacement orders, create shipping labels, and coordinate timely returns and replacements.
• Investigate, research, and resolve customer issues; respond to inquiries, report urgent complaints, and provide warranty information and troubleshooting assistance.
• Escalate complex issues to appropriate internal stakeholders while maintaining clear communication with the customer.
• Assist customer service and sales colleagues with projects, reporting, and any customer‑related tasks.
• Filter and transfer clinical support calls to the Clinical Help Desk, ensuring prompt and accurate hand‑off.
• Log all customer complaints into the Complaint Handling System (QAD & Master Control) and track resolution status.
• Ask probing questions to determine service needs, accurately inputting information into electronic systems.
• Participate in continuous improvement initiatives to enhance service processes and customer satisfaction.

Essential Qualifications

• High School Diploma or equivalent (GED) required.
• Minimum of 3 years of experience in customer service, call center, or a related role.
• Prior experience with medical devices is a significant advantage.
• Proficiency in data entry and familiarity with ERP systems (e.g., SAP, Oracle) and Microsoft Office suite.
• Exceptional attention to detail and strong problem‑solving abilities.
• Excellent customer service skills, including phone etiquette, active listening, and clear communication.
• Ability to work independently in a remote setting while maintaining high productivity and collaboration.

Preferred Qualifications

• Experience in the medical device industry, particularly with infusion pumps or related equipment.
• Knowledge of regulatory compliance (FDA, ISO 13485) and quality management systems.
• Previous exposure to warranty management and repair logistics.
• Strong analytical skills and ability to generate actionable insights from customer data.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a plus.

Core Skills & Competencies

• Customer‑first mindset with a passion for delivering exceptional service.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Adaptability to changing processes, technologies, and customer needs.
• Team player who thrives in a collaborative environment and mentors peers when needed.
• Proactive communication style, both written and verbal, with a focus on clarity and empathy.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the growth of our employees. As a Customer Service Representative, you’ll have access to:

• Structured mentorship programs pairing you with experienced leaders in the medical device field.
• Leadership development tracks that prepare you for future supervisory or managerial roles.
• Tuition assistance for courses related to healthcare technology, customer experience, or business management.
• Cross‑functional projects that expose you to engineering, quality, and regulatory teams.
• Regular performance reviews with clear career pathways and promotion criteria.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and family‑like atmosphere rooted in our 12 core values. We celebrate diversity, encourage open dialogue, and support each other through employee‑led resource groups and team‑building activities. Our remote work model is designed to provide flexibility while maintaining strong connections through virtual town halls, peer‑to‑peer learning sessions, and regular check‑ins with leadership.

Compensation, Perks & Benefits

Your base hourly rate will range from $19.00 to $21.00 in Salt Lake City, UT, with additional incentives such as performance bonuses and an employee stock purchase plan (available at select locations). Beyond base pay, you’ll enjoy a comprehensive benefits package that includes:

• Health, dental, vision, and life insurance plans.
• Disability coverage and an Employee Assistance Program (EAP).
• Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Matching 401(k) contributions and retirement planning resources.
• Generous paid time off, holidays, and parental leave.
• Professional development funds and tuition reimbursement.
• Wellness initiatives such as virtual fitness classes, mental health resources, and wellness stipends.
• Employee discounts on company products and partner services.

How to Apply

If you are passionate about delivering world‑class customer service in the medical device industry and thrive in a dynamic, remote‑first environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role at brighthush. We look forward to exploring how you can contribute to our mission of improving patient care worldwide.

Note: This position requires access to U.S. export‑controlled information. brighthush is an equal‑opportunity employer and welcomes applicants from all backgrounds. If you need accommodations during the application process, please contact our Human Resources department at 844‑367‑5787.