Field Operations & Customer Success Associate

Job Title: Field Operations & Customer Success Associate

Department: Operations

Reports To: Field Operations Director

Location: Lewisville, TX (suburb of Dallas, TX)

Job Summary

The Field Operations & Customer Success Associate is integral to ensuring a smooth customer experience by providing comprehensive support in field operations, client engagement, and headset logistics for Immertec’s solutions within hospital and surgical settings. This junior-level, customer-facing role blends hands-on technical support, customer relationship coordination, and warehouse-based headset preparation to ensure successful clinical events and customer satisfaction.

The Associate works closely with Field Operations leadership and cross-functional teams to support customer onboarding, event execution, equipment readiness, and post-event follow-up while representing Immertec’s values of Integrity, Commitment, Innovation, and Community.

Position Responsibilities

Customer Success & Relationship Support

• Support the onboarding of new customers following handoff from the Commercial team
• Serve as a primary point of contact for Medical Device Companies, surgeons, and surgical attendees
• Prepare customers and attendees for successful experiences by providing technical guidance, answering questions, and offering live support during events
• Provide pre- and post-event technical support to ensure customers remain connected and informed
• Collect, compile, and analyze customer and attendee feedback to support satisfaction, retention, and growth
• Act as an internal advocate for customers by sharing insights and feedback with Product, Sales, Marketing, Engineering, and Operations teams
• Assist in coordinating customer advocacy opportunities such as testimonials, case studies, forums, trade shows, and industry events

Field Operations & Technical Support

• Support the installation, setup, and delivery of Immertec products in hospitals and surgical centers under the direction of Field Operations leadership
• Perform required quality control checks, basic troubleshooting, and preventive maintenance on equipment
• Provide on-site and remote technical support during events to ensure VR technology and associated systems function properly
• Assist with customer training, shadowing programs, and educational initiatives
• Complete required documentation related to installations, service activities, and customer interactions

Warehouse, Headset Logistics & Inventory Support

• Receive returned VR headsets and related equipment from customers and events
• Clean, inspect, test, and prepare headsets for redeployment in accordance with company standards
• Configure headsets based on customer and event requirements, including software setup and device readiness
• Manage incoming headset requests from customers and coordinate fulfillment timelines
• Pack and ship headsets and accessories for domestic and international events, ensuring accuracy and on-time delivery
• Assist with inventory tracking, asset management, and maintaining an organized warehouse environment

Cross-Functional Collaboration

• Collaborate with Field Operations, Product, Engineering, Sales, and Marketing teams to support continuous improvement efforts
• Provide feedback on operational processes, equipment readiness, and customer experience enhancements
• Support internal initiatives aimed at increasing platform adoption, equipment utilization, and customer engagement

Travel Requirements

• Domestic and international travel may be required, including travel to hospitals, surgical centers, customer sites, conferences, and industry events
• Ability to travel as business needs dictate, including occasional evenings or weekends

Position Qualifications

• 1–3 years of experience in customer success, field service, technical support, logistics, warehouse operations, or a related customer-facing role
• Experience in healthcare, medical devices, hospital environments, or enterprise B2B settings preferred
• Comfortable working with hardware, software platforms, and basic technical troubleshooting (training provided)
• Experience with inventory systems, shipping processes, or CRM tools preferred
• Strong communication and interpersonal skills with a customer-first mindset
• Highly organized, detail-oriented, and capable of managing multiple priorities
• Analytical skills with the ability to translate data and feedback into actionable insights
• Flexible, adaptable, and effective in a fast-paced, evolving environment
• Bachelor’s degree or equivalent professional experience required

Key Attributes for Success

• Professional, empathetic, and service-oriented approach
• Strong collaboration skills and willingness to learn across functions
• Proactive, results-driven mindset with a “can-do” attitude”
• Ability to represent Immertec confidently in clinical, technical, and operational settings

Company Overview

As a leading healthcare technology company, we empower medical device companies to bring to market and showcase their devices and procedures to large audiences from anywhere at any time. We Increase access to training by removing traditional barriers to the OR using viable remote training solutions

Our company provides the most immersive and interactive case observations, replicating the experience of being on-site, with proven technology that increases retention

We empower medical device leaders to train more physicians, increase brand awareness, accelerate product innovation, and boost market adoption. 

www.immertec.com

EEO

Equal Opportunity Employer, M/F/D/V.

Affirmative Action Compliant

JOB_ID: FieldOps_CSA_2026