Tech Support & Logistics Specialist

About the Role 

XRHealth is seeking a proactive and detail-oriented Tech Support & Logistics Specialist to support our product lifecycle logistics, provide technical onboarding and support for our virtual reality (VR) systems, and engage in initial customer outreach activities. This position is essential to ensuring that products are delivered, tracked, and maintained at the highest standard while offering clients a seamless setup experience and driving early-stage customer engagement. You will work cross-functionally with logistics, operations, sales, and support teams to help drive customer success from the moment a headset ships.   

Key Responsibilities 

Receiving & Quality Control

• Receive incoming orders from the manufacturing facility.
• Conduct quality control checks for defects, accuracy, and packaging standards.  

Assembly, Packaging, & Shipment 

• Assemble, label, and repackage products for shipment. 
• Coordinate shipments to and from clients and track delivery progress.
• ​​​​​​​Retrieve and process returned equipment when needed.

Inventory & Warehouse Management ​​​​​​​ 

• Maintain accurate inventory records using provided software tools. 
• Perform regular cycle counts and assist with reconciling discrepancies. 
• Keep the warehouse clean, organized, and compliant with safety standards. 

• Conduct headset setup and onboarding calls with clients, guiding them through initial configuration.
• Provide first-level troubleshooting for VR devices.
• Serve as the first point of contact for technical issues related to logistics or device performance. 

• Document logistics workflows, headset setup protocols, and client onboarding procedures.
• ​​​​​​​Periodically update policies and help streamline operations for efficiency. 

Qualifications 

• Experience in logistics, warehouse operations, or order fulfillment. 
• Previous experience using inventory management or shipping software (a plus). 
• Healthcare customer support/service experience a plus. 
• Technically proficient and comfortable with device setup and customer onboarding. 
• Excellent attention to detail and problem-solving skills. 
• Organized, team-oriented, and eager to define and improve processes. 
• Basic knowledge of VR headsets and common troubleshooting steps. 
• Able to lift up to 20 lbs. 
• Bachelor’s degree (or equivalent) preferred. 
• Availability to work on-site in Needham, MA (9 AM – 5 PM) with flexible hours available. 

• The opportunity to work in a fast-growing industry, with a leading company in virtual reality for healthcare.
• A diverse and global environment with professional growth and personal development opportunities.
• Benefits including 3 weeks of PTO in year 1, comprehensive health insurance, paid parental leave, 401k plan, and more.