Customer Support Specialist / Service Coordinator $23-$25 per hour

Join our team in Santa Ana, CA!  Ocean Technology Systems is a world leader in underwater communications.

How are your people skills?

Facilitate the receipt, repair, and return of OTS products sent in for Service. In addition, provide minimal technical support to assist customers with troubleshooting equipment in the field via telephone or e-mail, when requested.

Duties include but are not limited to:

  • Process repair quotes in Syteline and send to customer for approval of recommended repairs
  • Ensure any deadlines communicated by the customer are adhered to
  • Determine whether repair work will be performed under warranty by validating serial numbers and date stamps
  • Record and communicate the Technician’s finding and recommendations for service and repair
  • Address customer complaints and concerns and attempt to diffuse or identify a solution
  • Manage and maintain failure log consisting of repaired equipment
  • Answer questions regarding product operation and provide troubleshooting support to customers in the field experiencing an issue
  • Stage return shipment of repaired equipment including the completion of necessary documents
  • Establish and complete quarterly “rocks” which align with the EOS model
  • Bill all parts used for repairs, determine insurance amounts of equipment being returned, validate return address, and obtain payment upon completion of each repair order
  • Reply daily to all email inquiries, phone calls, voicemails
  • Provide repair status to customer’s when requested
  • Offer scratch and dent inventory for sale when items on the repair orders are determined non-repairable, when applicable
  • Ensure paperwork processing and communication is timely to adhere to two-week repair turnaround time KPI
  • Consistently follow up on repair orders in need of payment and approval
  • Manage “due dates” within Syteline daily to ensure proper follow-up and preparation of repairs orders shipping the following day
  • Consistently assist in process improvement and identifying opportunities to become more lean
  • Must be willing to learn and assist in other departments with different tasks, as needed.
  • Adhere to the established export compliance process when shipping to international customers
  • Processing approved purchase requisitions, utilizing specific accounts
  • Communicating due dates to applicable personnel
  • Following up on any past due PO’s with the vendor for parts pertaining to special orders
  • Communicate special order completion to the Sales Department for direction
  • Assist with other administrative tasks pertaining to facilitating special orders including the review of build of materials for obsolete items to confirm stock levels; following up with the Purchasing Department if stock parts need to be ordered.


(You will start with an agency for 30-60 days, afterwards you will be eligible to be hired directly by Ocean Technology Systems.)

Knowledge and Abilities

  • Ability to use proper business etiquette to converse with customers and co-workers.
  • Electronic background or general understanding of electronics ideal.
  • Must have excellent interpersonal communication and customer service skills, as well as the ability to problem solve, work independently, and prioritize correctly.
  • Must be team oriented, highly motivated, have excellent time management and organizational skills.
  • Must have the ability to maintain a positive and professional attitude in all circumstances.
  • Must be able to efficiently manage and respond to a high volume of emails.
  • Must be detail oriented.

Education and Experience

  • High School diploma or GED required. Associates or bachelors degree preferred.
  • Three years related electronic technical experience preferred.
  • 3+ years of customer service, preferably in which troubleshooting assistance via phone and email was administered.
  • Computer literate and proficient in windows-based systems including Word, Excel, & Outlook.
  • Syteline experience ideal, but not required.

Work Schedule:

Monday – Thursday: 7:30 am – 4 pm

Friday: 6:30 am – 3 pm

Undersea Systems International, Inc. dba Ocean Technology Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Salary: $23.00 – $25.00 per hour


  • 401(k) and ROTH
  • 401(k) Safe Harbor Employer Contribution
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Supplemental pay types:


  • Bonus opportunities


  • Position is in person full time in Santa Ana, CA 92704


Apply Now

    Please upload your resume in PDF format.

    Include an introduction to yourself in the box below.