Lead Customer Service Technician

Welcome to Opera Beds, a leading hospital bed manufacturer dedicated to stylish design and the power of technology to create beds and mattresses that enhance lives, promote health and deliver comfort. Opera has long been recognized as the trusted experts for medical beds and mattresses across care, hospitality and consumer sectors. Established in 2004, our founding family started out with hundreds of years of combined experience from furniture, care and manufacturing industries, determined to take a fresh approach and embrace much-needed style and technology.

We are seeking a Lead Customer Service Technician to bridge hands-on field work with office-based customer support and operational coordination. This role is ideal for a practical, organized professional who can primarily assist with managing administrative tasks, logistics communication, and after-sales support as well as equipment installations in customers’ homes. The successful candidate will bring strong customer service skills, a friendly and professional demeanor, and the ability to de-escalate issues while working with customers and service partners. This position is primarily based onsite in Lady Lake, FL, with initial training focused in the office and regular time spent in the field supporting installations.

• Responsible for overseeing the post-sale customer experience for our clients.
• Look after, delight, and go the extra mile for our clients.
• Oversee a live list of customer orders through the fulfillment, shipping and setup process.
• Work closely with logistics partners to ensure a seamless experience for clients.
• D2C clients across the USA - product setup directly into homes.
• Also the main contact for any product support requests from both clients or logistics partners.

As a lead technician, a successful candidate will be given in-depth training on our products and will be required to carry out product installs and repairs in the nearby area (Primarily The Villages but also Orlando, Tampa and Jacksonville).

• 5+ years of relevant experience in a technical, warehouse, field service, or operational environment, with demonstrated ability to multitask and adapt to changing daily priorities.
• Candidates must be practically-minded and solutions focussed.
• Candidates must have US driving licence and able to drive within a 3-hour radius of Lady Lake.
• Ability to communicate professionally with customers, maintain a friendly demeanor, and de-escalate difficult situations while protecting the customer experience.
• Strong ability to manage day-to-day service operations, coordinate schedules and priorities, work with logistics partners, and support both field activity and office-based workflows.
• Proven ability to stay organized and handle multiple priorites at once.

• Company vehicle for installs based at main office.
• Hybrid: Office based with requirement to be on installs 1-2 days per week.
• Salary: $55-65k/year, commensurate with experience.
• Progression to include an assistant technician as client volume increases.

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