About brighthush

brighthush is a global leader in the design, manufacture, and distribution of cutting‑edge medical devices that empower clinicians and improve patient outcomes. Our portfolio includes industry‑leading enteral feeding pumps and infusion systems that set the benchmark for safety, reliability, and performance. With a heritage of innovation and a relentless focus on quality, brighthush serves hospitals, home‑care providers, and specialty clinics across the United States and beyond. By joining our team, you become part of a purpose‑driven organization where technology meets compassion, and every interaction has the potential to save lives.

Why Join brighthush?

At brighthush, we have cultivated a performance‑driven culture that celebrates curiosity, collaboration, and continuous improvement. Our people thrive because they are trusted to solve complex technical challenges, encouraged to share ideas, and rewarded for delivering exceptional service. Whether you are working from the comfort of your home office or collaborating with colleagues in Salt Lake City, you will experience a supportive environment that values work‑life balance, professional growth, and personal well‑being. We believe that a satisfied employee is the best advocate for our customers, and we invest heavily in resources that help you succeed.

Key Responsibilities

• Order Management: Receive, validate, and process customer orders and repair requests via phone, fax, or email; accurately enter all relevant data into our ERP/order entry system.
• Order Confirmation & Communication: Generate order confirmations, communicate realistic delivery timelines, and proactively manage customer expectations throughout the fulfillment cycle.
• Pricing Dispute Support: Initiate and support the pricing dispute process, ensuring transparent documentation and timely resolution.
• Product Replacement Coordination: Process replacement orders, create and dispatch shipping labels, and coordinate the timely return or exchange of devices.
• Issue Resolution & Escalation: Investigate, troubleshoot, and resolve customer inquiries; log urgent complaints, research warranty information, and escalate complex cases to the appropriate internal teams.
• Clinical Call Triage: Filter and route clinical support calls to the Clinical Help Desk, ensuring that clinicians receive rapid, knowledgeable assistance.
• Complaint Logging: Document all customer complaints in the Complaint Handling System (QAD & Master Control), maintaining compliance with regulatory standards.
• Cross‑Functional Collaboration: Provide ad‑hoc support to sales and service colleagues, contribute to project initiatives, generate reports, and assist with any customer‑related tasks as needed.
• Data Accuracy & Probing: Ask targeted, probing questions to uncover service needs, and meticulously input information into electronic systems to maintain data integrity.

Essential Qualifications

• High School Diploma or GED equivalent (required).
• Minimum of 3 years of experience in a customer service, call‑center, or related role, with a proven track record of handling high‑volume inquiries.
• Demonstrated proficiency with ERP or similar order‑entry platforms and strong Microsoft Office skills.
• Exceptional verbal and written communication abilities, including polished phone etiquette and active listening.
• Meticulous attention to detail, strong organizational skills, and a systematic approach to problem solving.
• Ability to work independently in a fully remote setting while maintaining alignment with team goals and deadlines.

Preferred Qualifications

• Prior experience with medical‑device products, particularly infusion or enteral feeding systems.
• Familiarity with regulatory compliance frameworks such as FDA 21 CFR Part 820 or ISO 13485.
• Experience using complaint handling software (e.g., QAD, MasterControl) or similar quality‑management tools.
• Exposure to pricing dispute resolution or warranty administration processes.
• Certification in customer‑service excellence (e.g., HDI, CCSP) or related professional development.

Skills & Competencies

• Technical Acumen: Ability to quickly learn and navigate complex product specifications, troubleshooting guides, and software interfaces.
• Customer‑Centric Mindset: Passion for delivering a seamless experience that prioritizes patient safety and clinician confidence.
• Analytical Thinking: Skill in interpreting data trends, identifying root causes, and recommending process improvements.
• Collaboration: Strong team player who can partner effectively with sales, engineering, clinical, and quality teams.
• Time Management: Capacity to juggle multiple tasks, meet deadlines, and adapt to shifting priorities in a fast‑paced environment.
• Emotional Resilience: Ability to remain calm and professional when handling urgent or emotionally charged situations.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent from within. As a Medical Device Customer Service Representative, you will have access to a robust learning ecosystem that includes:

• Structured onboarding and mentorship programs that pair you with seasoned professionals.
• Ongoing technical training on the latest infusion and feeding technologies, ensuring you stay at the forefront of industry advancements.
• Opportunities to cross‑train with clinical support, regulatory affairs, and product development teams, broadening your skill set.
• Clear career pathways toward senior service roles, team lead positions, or specialized product‑expert tracks.
• Support for external certifications, conferences, and industry webinars that enhance your professional credibility.

Work Environment & Culture at brighthush

Our remote‑first policy empowers you to design a workspace that suits your lifestyle while staying connected to a vibrant community of innovators. Key cultural pillars include:

• Trust & Autonomy: You are given the freedom to make decisions that benefit the customer and the business.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and cross‑functional projects foster a sense of belonging.
• Recognition: Outstanding performance is celebrated through peer‑nominated awards, spot bonuses, and public acknowledgment.
• Well‑Being: Access to mental‑health resources, virtual fitness classes, and a supportive leadership team that values work‑life harmony.
• Diversity & Inclusion: brighthush champions an inclusive workplace where diverse perspectives drive innovation and better patient outcomes.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary & Incentives: Market‑aligned salary with performance‑based bonuses.
• Retirement Savings: 401(k) plan with company matching contributions.
• Equity Participation: Eligibility for an Employee Stock Purchase Plan (where applicable).
• Health & Wellness: Comprehensive medical, dental, and vision coverage; flexible spending accounts (FSA) and health‑savings accounts (HSA).
• Paid Time Off: Generous PTO, paid holidays, parental leave, and flexible scheduling to support personal commitments.
• Professional Development: Tuition reimbursement, certification funding, and access to an internal learning portal.
• Remote Work Stipends: Home‑office allowance for equipment, internet, and ergonomic accessories.
• Employee Assistance Programs: Confidential counseling, legal resources, and financial planning services.

How to Apply

If you are passionate about delivering world‑class service to healthcare professionals, thrive in a remote environment, and want to contribute to life‑saving medical technology, we invite you to join brighthush. Click the link below to submit your application, attach your resume, and tell us why you are the perfect fit for this role.

Apply To This Job

Take the Next Step

At brighthush, your work directly impacts patient safety and clinical efficiency. By becoming part of our dedicated Customer Service team, you will help ensure that every device reaches the bedside on time, functions flawlessly, and supports the critical care that patients depend on. We look forward to meeting a motivated, detail‑oriented professional who shares our commitment to excellence. Apply today and start a rewarding career where your contributions truly matter.