Career Opportunities: Field Service Technician Sr. II - (Remote- Midwest Region) (65625)

Arthrex Inc. is hiring a Field Service Technician Senior II in the Midwest Region (Remote) to complete on-site and remote troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment to customers in the United States. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

· Effectively communicate and partner with teammates and colleagues

· Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.

· Work as a member of a local team to provide efficient on-site and remote service to all accounts within the assigned area (including delegating tasks and performing administrative duties).

· Maintain regular, frequent communication with customers and agency distributors to ensure resolution and proper follow-up, leading to customer satisfaction.

· Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.

· Keep current on administrative responsibilities such as maintaining customer and Arthrex service and ticket records.

· Own customer issues from dispatch or identification of issues to resolution. Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers.

· Escalate at-risk customers to the appropriate Arthrex team in a timely manner and work closely with internal partners and the customer to define and implement corrective action plans.

· Up to 80% Travel

Additional Duties & Responsibilities

· All from prior levels, plus:

· Provide escalation for LAN, VLAN and networking support

· Provide serviceability input to Arthrex sales and implementation teams during pre-sales engagements; ensure that technical specifications are adhered to.

· Represent Technical Service as liaison with product managers & product development teams.

· Serve as onboarding ambassador to new hire field service technicians

· Achieves specified Field Service KPI targets while satisfying Corrective and Preventive Maintenance

· Demonstrates an advanced level of troubleshooting and resolving the more complex equipment failures and unique service issues related to the product lines.

Knowledge/Skills

· Strong time management and organization skills and ability to juggle multiple responsibilities.

· Be available "after hours" or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

· PC’s, Microsoft Office Suite

Experience

· Eight years of medical device or field service experience required.

· Six years of experience interfacing with internal team members and external customers as part of a solution-based service process.

· Experience in the OR, endoscopy, or arthroscopy preferred.

· Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment

Education Required

· Associate’s degree or equivalent is required.

· Bachelor's degree in a technical field is preferred.

· ETA® International Fiber Optic Installer Certification or equivalent.is required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.