Job Description:

Requisition ID:	50785
Title:	Technical Service Representative I (Remote)
Division:	Arthrex, Inc. (US01)
Location:	Santa Barbara, CA

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively searching for Technical Service Representative I to act as initial point of contact for Arthrex Technical Support requests from customers and Sales Representatives. Perform remote maintenance, repairs and updates of all products within area of expertise, assist with other products under supervision. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• Intake and route product related issues through ticketing system


• Facilitate customer service functions such as account credits, product exchanges, upgrade, or replacement


• Interface with external customers such as distributors, sales reps, and various medical professionals to ensure customer issues are resolved in a timely manner


• Collaborate effectively with internal customers such as Quality, Logistics, Contracts and Customer Service teams to ensure customer issues are resolved in a timely manner


• Maintain accurate, updated documentation while performing essential job duties


• Manage clean hand-off of customer service requests to appropriate Arthrex team


• 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


• 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


• Support the Technical Assistance Center team by providing accurate and timely RMAs

Education and Experience:

• HS Diploma required; AA, AS or higher in a technical field preferred


• 2 years working successfully in a call center environment required


• Experience with business applications such as: databases, data entry or ERP systems required


• Experience working directly with customers and sales representatives in a customer service capacity required


• Experience with Salesforce (or other CRM/SMS system), particularly in a ticketing or customer service capacity preferred


• Experience working in a regulated industry such as medical device, pharma, defense, etc., preferred


• Experience working with personnel of various skills sets and education levels; ability to interface with personnel across multi-functional departments preferred


• Experience interfacing with both internal team members and external customers as part of a solution-based service process preferred


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


• Strong time management and organization skills and ability to juggle multiple responsibilities


• Strong communication (written and oral) and presentation skills.


• Ability to work comfortably across different areas of the business


• Problem solving and critical thinking skills a must, including the ability to learn new skills and technologies in order to perform job duties


• Knowledge of ERP and CRM systems and best practices


• Proper capture and documentation of customer inputs


• Ability to research and triage customer needs and communicate across relevant teams


• Ability to think creatively and analytically


• Strong sense of ownership and responsibility


• Calm, patient demeanor when working under pressure

Machine, Tools, and/or Equipment Skills:

• PC’s, Microsoft Office Suite, Call Center Technology.

About Arthrex

Arthrex Inc., a privately held company headquartered in Naples, Florida, is a global leader in orthopedic surgical device design, research, manufacturing and medical education committed to one mission: Helping Surgeons Treat Their Patients Better™. Arthrex has pioneered the field of arthroscopy and sports medicine and innovates more than 1,000 new products and procedures every year to advance minimally invasive orthopedics worldwide.

Our core value is Making People Better. As a leading health care technology innovator, we are committed to making people’s lives better. The contributions we make to science and medicine have the potential to get a star athlete back in the game or improve the quality of someone’s life. It’s truly meaningful work.

Making People Better also signifies our corporate social responsibility and commitment to employees and communities. We make employees’ lives better through job security, educational and professional growth opportunities, unique benefits and amenities, and modern facilities that promote a vibrant and dynamic atmosphere of collaboration, mutual respect and camaraderie. We also make important economic and philanthropic contributions to the communities we serve.

As a certified Great Place to Work® and one of the country’s Best Workplaces for Manufacturing and Production, Arthrex is proud of its award-winning, family business culture. With more than 6,000 employees around the world, we are growing and looking for candidates who champion our Arthrex Proud values of Innovation, Integrity, Dedication, Teamwork and Competitive Spirit.

We invite you to explore our numerous exceptional benefits at careers.arthrex.com or visit us on LinkedIn, Facebook, Twitter or Instagram.

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

 

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