Defibtech is seeking a Commercial Development Associate. This is an entry-level position within the Sales Team focused on developing future commercial talent. This role provides a foundation in customer support, product and technical knowledge, distributor relationships, sales operations, and customer needs through a combination of customer service and inside sales responsibilities.
Through structured training, coaching, and hands-on experience, associates develop the skills needed to pursue career opportunities in Outside Sales, Inside Sales, or Customer Service, based on individual strengths, demonstrated performance, business needs, and available opportunities.
Core Responsibilities:
- Responds to customer and distributor inquiries by phone and email, providing product and service information, device registration assistance, troubleshooting support, and identification of potential sales opportunities.
- Identifies, qualifies, and follows up on inbound sales leads and opportunities generated through marketing campaigns, distributor referrals, and website inquiries.
- Supports inside sales activities, including preparing quotes, following up on order status, and following up with accounts to help meet team sales targets.
- Gathers and applies product and customer knowledge to identify upsell and cross-sell opportunities in support of the broader sales team.
- Accurately records customer interactions, service requests, complaints, feedback, leads, and sales opportunities in the CRM (Salesforce) and customer service database; ensures timely follow-up and appropriate referral.
- Provides timely telephone and email technical support for domestic customers and international partners, evaluating questions and coordinates resolution with the appropriate team.
- Processes technical support requests to completion and maintains clear, accurate documentation in the customer service database.
- Supports sales operations through data quality, customer and distributor insights, opportunity tracking, and collection and reporting of required compliance information.
- Coordinates service inquiries, including tracking product returns for service and maintenance, and delivers consistently high-quality customer experience.
- Participates in the sales development program through structured AED product training, customer service and sales fundamentals, coaching, role-play, and exposure to inside sales, field sales, and channel management.
- Develops understanding of the public access AED market, distributor-led selling model, customer needs assessment, lead qualification, effective sales communication, and service excellence.
- Supports approved lead development, distributor follow-up, opportunity qualification, inside sales activities, and customer experience projects with increasing responsibility as proficiency develops.
- Demonstrates readiness for advancement across commercial career paths through initiative, customer focus, coachability, successful completion of development goals, and consistent job performance.
- Demonstrates Defibtech's values on the job and promotes and participates in continuous improvement.
- Actively supports compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including but not limited to FDA, Quality Management Systems Regulations, safety regulations, and applicable statutes).
Development Path & Advancement:
This role is designed as a career pipeline into Defibtech's commercial organization. Associates begin in the office every day for hands-on coaching, close performance monitoring, and a strong foundation in Defibtech's products, customers, systems, and internal processes. After approximately 6 to 12 months, associates may be considered for advancement into an Outside Sales, Inside Sales, or Customer Service role. Advancement is not automatic or based solely on time in role but will be based on:
- Strong product and technical knowledge
- Consistent performance and measurable results
- Excellent customer communication
- Coachability and sound judgment
- Initiative and personal accountability
- Ability to represent Defibtech professionally, internally, and externally
- Business needs and available opportunities
Associates that are selected to advance into an Outside Sales role must be open to relocating to accept a field assignment and/or have a willingness to travel wherever the business determines they are most needed.
Qualifications / Requirements:
- High school diploma or equivalent required.
- Up to 1 year of related customer service, retail, internship, or other customer-facing experience preferred.
- Interest in a long-term career in sales, customer service, or commercial operations is desirable.
- Prior CRM (Salesforce) experience is a plus.
- Exceptional customer focus, strong interpersonal communication, and interest in developing a commercial career.
- Competitive, results-oriented mindset.
- Comfort with accurate data entry, learning new business systems, and maintaining reliable customer and opportunity records.
- Proficiency in use of computers and Microsoft software applications (e.g., Outlook, Excel, Word).
- Professional written communication, listening, and presentation skills.
- Excellent organization, attention to detail, curiosity, resilience, adaptability, and willingness to seek and apply coaching.
- Ability to prioritize multiple tasks in a fast-paced, regulated environment without compromising service or quality.
- Motivation to learn customer service, relationship building, opportunity qualification, and the distributor sales model; openness to career opportunities in inside sales, outside sales, or customer service.
- Flexibility and willingness regarding future travel and/or relocation if selected to support an Outside Sales field assignment.
Work Environment and Physical Demands:
- Office setting. In-office presence is required each day during the development/ training period, hybrid capable thereafter.
- Occasional domestic travel for trade shows, training, and customer or distributor meetings, less than 10%.
- Sedentary work with frequent computer work, standing, and short durations of walking throughout location(s) and lifting up to 10lbs.
Compensation:
- $25 - $35 per hour, non-exempt, depending on experience, qualifications, and other job-related factors.
Benefits:
- Defibtech offers a comprehensive benefits package including health and wellness benefits, company-paid disability & life insurance, and 401k with company matching contribution and more.
- Defibtech promotes a challenging, collaborative, and friendly culture that is centered around our values and mission.
- Defibtech is supportive of work balance, providing company gatherings to add fun and generous paid time off and flexibility for employees to manage time and responsibilities.
- Defibtech is committed to empowering and supporting our employees in their philanthropic efforts through donation programs and time off for volunteerism.
The above description of core responsibilities and qualifications is intended to describe the general nature and level of the work being performed, but they are not an exhaustive list of all the required responsibilities and skills of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Defibtech is committed to a diverse workplace and is an Equal Opportunity/Affirmative Action employer and E-Verify Company. We provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
All offers of employment are contingent upon the successful completion of a background check, drug screen, verification of legal right to work in the U.S., and in some cases, a credit check. A credit check will be administered when a prospective employee will be working in Finance, or where duties may involve handling of funds, accounts, or cash. A Motor Vehicle (MVR) check will be administered when a prospective employee will be regularly driving on Company business.
Defibtech endeavors to make www.defibtech.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at 203.453.6654. This contact information is for accommodation requests only and should not be used to inquire about the status of applications.
