Customer Care Professional

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, manufacturing, and distribution of medical and aesthetic laser and light-based technologies. The Company’s technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin’s appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins, scarring and other common indications.

Candela develops products for the global aesthetic market. These products begin as concepts developed by Candela’s world-class team of scientists and engineers or as acquired or licensed technologies that Candela then completes the development and/or commercialization of. These programs are supported by Candela’s global clinical, regulatory, and quality teams and are managed through our Product Development Process (PDP) and Quality Management System (QMS).

The Company’s headquarters are in Marlborough, Massachusetts, US, with and additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold direct in 18 countries worldwide and through distributors in over 60 others and are supported by field service, clinical education, marketing development organizations and distributorship arrangements.

We are seeking a proactive Customer Care Administration Specialist responsible for supporting our customers with their finance and general administration. This role will also be responsible for helping to drive revenue through the renewal and upselling of maintenance contracts and consumable sales. This role combines customer service excellence with commercial awareness to maximize customer lifetime value.

Key Responsibilities:

Customer Support

• Process work orders ensuring chargeable orders are invoiced correctly
• Process customer credits and rebills
• Act as the main point of contact for assigned customers
• Build strong, long-term relationships and understand customer needs
• Ensure high levels of customer satisfaction and retention
• Handle inquiries, complaints, and service requests efficiently

Sales & Revenue Generation

• Drive recurring revenue growth by promoting and selling maintenance contracts and service agreements (renewals, upgrades, extensions).
• Proactively identify and convert warranty customers into paid maintenance contracts.
• Proactively identify customers without contract and offer and sell them maintenance contracts.
• Identify opportunities to upsell extended warranties, service upgrades, and additional coverage.
• Develop and maintain a strong pipeline of contract and service opportunities
• Identify opportunities to sell consumables and spare parts
• Proactively contact customers ahead of contract expiration
• Cross-sell and upsell based on usage patterns and customer needs
• Prepare and follow up on quotes and proposals

Customer Success & Retention

• Monitor customer usage and engagement
• Anticipate needs and recommend preventive maintenance solutions
• Reduce churn by ensuring customers see ongoing value
• Conduct regular check-ins or account reviews

Operations & Reporting

• Maintain accurate records in CRM systems (e.g. Servicemax, Salesforce)
• Track renewals, opportunities, and pipeline
• Report on KPIs such as renewal rate, upsell revenue, and customer satisfaction
• Collaborate with sales, technical support, and operations teams

Requirements & Skills

• Experience in customer service, inside sales, or account management
• Strong commercial mindset with proven upselling or cross-selling ability
• Excellent communication and negotiation skills
• Customer-focused with problem-solving abilities
• Ability to manage multiple accounts and priorities
• Familiarity with CRM tools and sales tracking systems
• This role requires regular attendance at our Birmingham (B30 3HZ) office

Education & Experience

• Bachelor’s degree in business, Marketing, or related field (preferred)
• 2–4 years of experience in customer-facing roles with sales exposure
• Experience in technical products, equipment, or service contracts is a plus
• Relationship building
• Commercial awareness
• Proactivity and ownership
• Attention to detail
• Collaboration across teams

This job description is not all inclusive and is intended to capture most of the job functions. Special projects and other tasks may be required by management.

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