Job Title:           Commercial Field Support Representative

Department:  Operations

Reports To:     Director of Operations

Location:        Orlando, FL 

Job Type:          Full-Time

Role Summary

The Commercial Field Support Representative plays a critical hybrid role in supporting VirtaMed’s commercial success by providing operational, strategic, and technical assistance across field sales, customer service, CRM systems, and event logistics. This role ensures seamless cross-functional coordination and supports tactical execution and high-level strategic initiatives.

The ideal candidate is a motivated junior professional with strong organizational, technical, and interpersonal skills—eager to travel, support customer-facing events, and contribute to process improvement across the commercial function.

Key Responsibilities

Sales Operations & CRM Support

• Enter and maintain customer data.
• Maintain compliance with SOPs and ensure contract logging and data hygiene in the CRM. Administer HubSpot CRM, ensuring accurate data, managing sequences, and generating dashboards/KPIs.
• Route incoming leads and ensures appropriate follow-up.

Field & Event Support

• Coordinate logistics and provide on-site support for conferences, workshops, CME events, and customer trials.
• Manage booth set-up (furnishing, power), branding, and shipping via FedEx, RMK Trucking, and international carriers.
• Serve as the operations liaison for field reps—supporting equipment transport, setup, troubleshooting, and teardown.
• Track and manage all assets using Cheqroom, GPS, or Apple AirTags.
• Develop scalable solutions for asset tracking and logistics optimization.

Technical Support & Equipment Service

• Partner with Technical Support and R&D to escalate advanced technical issues.
• Maintain service logs, repair records, and fleet status for demos and customer-owned units.
• Conduct remote support or site visits for equipment service and customer assistance.

Strategic Commercial Support

• Support sales leaders with market research, territory analysis, customer segmentation, and society/event alignment.
• Help analyze and optimize sales workflows and propose scalable process enhancements.
• Collaborate cross-functionally with Marketing, Finance, and Product on go-to-market initiatives.
• Evaluate tools and technologies to improve commercial systems and reporting infrastructure.
• Assist with GM or leadership-driven special projects by providing roadmaps, progress tracking, and insights.

Qualifications

• Bachelor’s degree in Business, Engineering, Operations Management, or a related field.
• 2–4 years of experience in Sales Operations, Field Service, CRM Administration, or Technical Support.
• Strong proficiency in HubSpot CRM, Microsoft Excel, PowerPoint, and project management tools.
• Demonstrated hands-on troubleshooting experience, ideally with medical devices or technical hardware.
• Excellent organizational and communication skills with a customer-centric mindset.
• Willingness to travel for conferences and customer engagements.

Ideal Candidate Profile

• A Junior-Level professional who is eager to grow in a cross-functional role.
• Technically savvy and comfortable working with both customers and internal teams.
• Able to switch between high-level strategic thinking and hands-on tactical execution.
• Proactive, detail-oriented, and passionate about improving processes and systems.

Alternate Job Titles

• Commercial Operations & Field Service Specialist
• Sales & Technical Field Support Representative
• Customer and Field Operations Engineer