Field Service Technician II - (Midwest Region)

Requisition ID: 61022  Title: Field Service Technician II - (Midwest Region)  Division: Arthrex, Inc. (US01)  Location: Remote

 

 

 

 

Arthrex Inc. is hiring a Field Service Technician II (Remote –  Midwest Region) to complete on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment and under minimal supervision. This individual will be ideally located near a major airport  in the Midwest Region (Minneapolis, Chicago, St Paul ). Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

Essential Duties and Responsibilities:

• Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers.
• Work as a member of local team to provide efficient on-site and remote service to all accounts within the assigned area (includes delegating tasks and performing administrative duties)
• Effectively communicate and partner with teammates and colleagues
• Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
• Keep up to date on administrative responsibilities such as maintaining customer and Arthrex service records, ordering repair parts, and returning defective parts.
• 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.
• Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately strengthen business partnerships.
• Identify business opportunities for the organization, including incremental service agreement business.
• Collaborate with Arthrex team to develop and deliver technical training to Technical Support team members.
• Collaborate with Arthrex Implementation team to support software implementations at customer sites.
• Partner with Arthrex sales team to support product demonstrations at customer locations.
• Up to 80% travel required.

 

Education and Experience:

• High School Diploma or equivalent required
• Bachelor's degree in technical field preferred
• 3 years of relevant experience required, medical device experience preferred
• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Experience troubleshooting and responding to customer concerns.

 

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• 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.
• Must have and maintain a valid Driver’s License

 

Machine, Tools, and/or Equipment Skills: