Operations and Customer Support Specialist

Operations and Customer Support Specialist Job Description (Full Time, On-Site, Lowell, MA)

Do you thrive on empowering patients to take control of their health? Are you passionate about bridging the gap between cutting-edge technology and compassionate patient care? If so, then this unique opportunity with AION Biosystems might be your perfect fit!

About the Company:

AION Biosystems is a leading innovator in Remote Patient Monitoring (RPM) solutions. We empower healthcare providers to deliver proactive, data-driven care through our suite of wearable devices and interactive platforms. As an Operations and Customer Support Specialist, you'll play a crucial role in ensuring patients receive products that pave the way for better health outcomes and a more engaged patient experience with our FDA-cleared, wearable continuous body temperature device, the TempShieldTM.

About the Role:

The Operations and Customer Support Specialist at AION Biosystems plays a critical role in supporting our Clinical Support and Operations teams. The Operations and Customer Support Specialist is responsible for providing exceptional customer service while supporting day-to-day business operations. This role serves as a primary point of contact for customers, helps to resolve inquiries and issues, coordinates operational processes, and helps improve efficiency across departments. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment.

Customer Support

· Partner with clinical specialists to support customer needs, field activities, and new account implementation.

· Respond to customer inquiries via phone, email, chat, and other communication channels, as applicable.

· Partner with clinical specialists to resolve customer issues and complaints in a professional and timely manner.

· Process orders, returns, exchanges, and service requests.

· Escalate complex issues to the appropriate departments when necessary.

· Monitor customer satisfaction and identify opportunities for service improvement.

· Performs other duties as assigned.

Operations Support

· Assist with daily operational activities to ensure efficient workflow.

· Coordinate and track customer orders, inventory levels, shipments, deliveries, and logistics activities to ensure timely fulfillment.

· Partner with suppliers, vendors, warehouses, and transportation providers to resolve order, inventory, and shipping issues.

· Monitor inventory levels, backorders, and replenishment needs to support product availability and customer satisfaction.

· Process and maintain purchase orders, shipping documentation, and inventory records with a high level of accuracy.

· Support financial operations by assisting with invoicing, purchase orders, accounts payable/receivable activities, budget tracking, expense reconciliation, and reporting to ensure accurate and timely financial records.

· Track supply chain performance metrics and prepare reports related to inventory, order fulfillment, shipping, operational efficiency, and financial performance.

· Support demand planning, forecasting, and inventory management activities to minimize stock shortages and excess inventory.

· Ensure compliance with company policies, procedures, and quality standards.

· Performs other duties as assigned.

What We Are Looking For:

· Patient-focused: You possess a genuine passion for improving patient experience and outcomes through technological solutions

· Communication: You excel at clear, concise communication, actively listening to patients and addressing their concerns with empathy and understanding

· Tech Savvy: You're comfortable navigating technical details and troubleshooting basic device issues while explaining them in a patient-friendly manner

· Team Player: You thrive in collaborative environments, fostering strong relationships with both patients and clinical staff

· Organized & Detail-Oriented: You maintain meticulous records, track enrollment progress, and contribute to quality assurance initiatives

Qualifications:

· Associate’s or Bachelor’s degree in Business Administration, Operations Management, Communications or related field.

· 2+ years of experience in customer service, operations, administrative support, or related role.

· Strong communication and interpersonal skills.

· Excellent organizational and time-management abilities.

· Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

· Experience with EHR/EMR systems and clinician portal systems preferred.

· Familiarity with medical device, life sciences, healthcare, or another regulated industry (ISO, FDA standards).

· Strong problem-solving and analytical skills.

· Ability to work independently and collaboratively in a team environment.

Location Requirement:

Massachusetts

Physical Requirements:

Ability to work in an office setting, which may include standing or sitting for extended periods

May require occasional lifting of materials or equipment relevant to receipt of materials and inspection

Ready to make a difference in the future of healthcare? We encourage you to apply!