NeurOptics | Careers
about neuroptics
pupillometer, pupillometry, critical care, critical care nursing, ophthalmology, optometry, emergency medicine, neurosurgery
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Careers

Join Our Team at NeurOptics

Are you interested in joining the NeurOptics Team?

Current job openings are noted below. 

CAREERS

Click on job title for description

Customer Service Manager – Irvine, CA

The position of Customer Service Manager is an integral part of the leadership team who is responsible for managing all Customer Service Department functions, with their team of Customer Service Representatives. The individual filling this position provides exceptional service to all inbound calls, ensuring Customers needing technical and product support receive it. Responsible for all Customer and salesforce contacts for all inquiries. Main point-of-contact for salesforce, Customers and distributors. Processes all global orders. Provides support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of Customer service and a high level of Customer satisfaction is maintained. Coordinates the handling of Customer-related situations.

 

As Customer Service Manager, you will supervise and oversee the daily operations of the Customer Service Department team to address customer needs related to NeurOptics’ products. The Customer Service Manager will serve as a liaison between the leadership team, operations teams, customer service and other internal departments. The Customer Service Manager will report to the Vice President, Global Sales and Marketing.

Key Responsibilities

Order Processing Management

  • Lead Customer Service department to achieve exceptional customer service to all inbound matters in a timely, responsible manner, ensuring Customers needing technical and product support receive it.
  • Direct, and evaluate the daily operations of customer service staff; plan, prioritize and delegate tasks to ensure operational efficiencies and compliance with Company policies and standards.
  • Manage global Customer order processing functions and ongoing Customer support requirements for Critical Care and Applied Research products with team of Customer Service Representatives.
  • Manage new account setup process per established standard operating procedure.
  • Initiates and/or implements corrective action as needed to ensure that an excellent standard of Customer service and a high level of Customer satisfaction is maintained.
  • Coordinate the handling of Customer-related situations and follows up with the key stakeholders.
  • Develop and deliver customer service training for new product launches, pricing changes, customer communication.

 

Returned Goods Authorization Processing Management

  • Manage Returned Goods Authorization (RGA) process with Customer Service Representative team for US customers and international distributors.
  • Manage warranty and non-warranty product replacement processes with Customer Service team.
  • Manage development of and publication of RGA tracking report.

 

Customer Device Inventory (CDI) Management

  • Manage global Customer Device Inventory (CDI) record system, ensuring a high level of accuracy and comprehensiveness, meeting expectations.

 

Product Launch Support Management

  • Support product launch efforts to include managing account upgrades and exchanges with a high level of accuracy, organization and customer service in collaboration with Marketing and Sales Management team.

 

Customer Relationship Management (CRM) Platform Support

  • MDirect point of contact for customer relationship manager (CRM) modifications and updates
  • Responsible for maintaining CRM (Sugar) alignment with sales geography.
  • Maintain a high level of accuracy in managing our Customer Master.
  • Responsible for New Account establishment and implementation process across CRM, order processing system and Accounting software.

 

Clinical Specialist and Pupillometry Education Program Support

  • Manage Customer Service Department role in onboarding per diem Clinical Specialists and providing ongoing support to Clinical Specialist (direct and per diem) staff.
  • Provide support to Marketing / Product Management in implementation of ongoing Pupillometry Education Programs.

 

Customer Response Management

  • Manage inbound customer voice mail messages and website inquires and coordinates responses to ensure a timely, accurate response to the customer, to include after hours and website inquiries.

 

Sales Team Support Management

  • Manage marketing literature fulfillment process for global sales teams.
  • Lead continuous improvement initiatives with responsibility of all project outcomes within customer service.
  • Collaborate with staff to provide customer feedback and support customer communication plans for price increases, product launches and other activities that impact our customers and sales team.

 

Other duties as assigned

Qualifications

  • 4 year Bachelor’s Degree
  • Minimum 3 years of experience directly managing staff required
  • 5+ years of Customer Service to include order entry experience
  • Excellent written and verbal communication skills is required
  • High level of competency in using Microsoft Office: Outlook, Word, PowerPoint
  • Demonstrated excellence in Excel skills, to include spreadsheet development using data and pivot tables
  • Experience using Enterprise Resource Planning (ERP) systems, accounting software
  • A track record of proven success in previous work experience is required
  • Excellent organizational and time management skills
  • A self-starter who is highly motivated to succeed in the role and provide value to the organization
  • Excellent references
  • Driver’s License required

 

Preferred Qualifications

  • Experience working in a medical device industry, preferred
  • Experience in Fishbowl and Quickbooks, benificial

 

Benefits

NeurOptics is very proud to offer its employees a competitive employee benefits package which includes a 401K, healthcare insurance program and paid vacation.

 

 

About NeurOptics

NeurOptics is the leader in the science of pupillometry. Driven by a passion to help clinicians provide improved patient outcomes, the company has developed innovative technology for use in the areas of critical care nursing, critical care medicine, neurology, neurosurgery and emergency medicine which enables clinicians to enhance their patient evaluations by providing information from the human eye to facilitate critical medical decision making. Headquartered in Irvine, California, NeurOptics conducts business in North America, Europe and Asia.

At NeurOptics, we are passionate patient advocates. For us, helping clinicians provide improved patient outcomes is our life’s work.

 

To apply, please submit a resume and cover letter to: Careers@NeurOptics.com

Marketing Intern – Irvine, CA

Current Undergraduates (3rd or 4th year) and Graduate Students May Apply!

In this ENTRY LEVEL high-profile role, the MARKETING INTERN will be a proactive member of a dynamic sales and marketing team introducing a new and advanced technology and standard of care in critical care patient management. The ideal candidate will be a high-impact, self-motivated and results-oriented individual.

 

In this entry-level position, the MARKETING INTERN  will provide ongoing support to our Sales and Marketing Department to accomplish key Company objectives.

 

New Hire Training and Continued Professional Development

A core value of NeurOptics is training and ongoing professional development. We invest in professional education to ensure all of our territory representatives are highly trained professionals who are completely prepared to meaningfully represent our products and services to our customers across the spectrum of clinical areas and medical specialties where the neurological patient is treated.

 

Upon hire, the MARKETING INTERN will enter a comprehensive training program which combines training in the areas of sales process skills, product knowledge and clinical applications.

Job Responsibilities

Marketing Downstream Project Support

  • Virtual Tradeshow Support
    • US and International
    • https://neuroptics.com/events-2021/
  • Pupillometry Education Symposiums platform market launch support
    • Assist with ongoing symposium setup.
    • Assist with ongoing symposium attendee analysis

 

Website Management Assist

  • Develop and maintain Q1/Q2 Website Changes document for submission to RA/QA
  • Develop, implement and maintain our clinical/abstract library additions for critical care clinical studies
    • Includes adding to Clinical Bibliography, Clinical Abstract library, and working with webmaster to add to News Events as appropriate

 

International Market Support

  • Support development of International Pricing/Support Matrix
  • Additional projects unique by country

 

Emergency Department Market Focus support

  • Research ED conferences/events/orgs/societies
  • Support ongoing assistance in this market (to be more fully defined)

 

Department Organization Assist

  • Maintain Sugar Master Calendar
    • Update with current/future conferences/virtual in-services/virtual education programs
  • Marketing Regulatory Compliance Assist (Market literature/collaterals)
    • Compare Vintara against our Marketing Collateral doc to identify what marketing collaterals/documents may still be outstanding in regard to office move and update
  • Marketing material organization
    • Reorganize our marketing materials in new space post-move

 

Benefits

This is a part-time, non-exempt position offering competitive compensation and flexible hours. We will work around work and school schedules to accommodate the right person.

 

Qualifications

Primary Qualifications

  • Completion of at least 3 years of undergraduate university studies. No major required. Preferred majors: Business, Communications, Neuroscience or a Social Science.
  • Graduate School students may apply.
  • Excellent written and verbal communication skills is required.
  • Superior organizational and time management skills.
  • A track record of proven success in data analysis and developing data management systems.
  • High competency in using Microsoft Excel for data analysis, to include a high proficiency in development of sales analysis tools.
  • A self-starter who is highly motivated to excel.
  • Excellent references.

To apply, please submit a resume and cover letter to: Careers@NeurOptics.com

 

About NeurOptics

NeurOptics Inc. is the leader in the science of neurological pupillometry. Driven by a passion to help clinicians provide improved neurological patient outcomes, the company has developed an innovative technology for use in the areas of critical care nursing, critical care medicine, neurology, neurosurgery and emergency medicine which enables clinicians to enhance their patient neurological evaluations by providing information from the human eye to facilitate critical medical decision making. Headquartered in Irvine, California, NeurOptics has operations in North America, Europe and Japan. At NeurOptics, we are passionate patient advocates. For us, helping clinicians provide improved neurological patient outcomes is our life’s work.