Bionic Service Specialist

Össur•Orlando, FL

45d•$19 - $22

About The Position

Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. Significant ongoing investment in research and development has led to over 2,100 patents, award-winning designs, and successful clinical outcomes. Össur is focused on improving people’s mobility through the delivery of Prosthetics and Bracing & Supports solutions. Helping people live a Life Without Limitations is why we exist as a company. About the Role The Bionic Service Specialist provides advanced technical and customer support for Össur’s Upper Limb and Lower Limb prosthetic product lines. This role ensures that clinicians, distributors, and patients receive an exceptional service experience through accurate order management, proactive communication, and expert knowledge of bionic product functionality. The Specialist supports the Customer Care and Field Sales teams by coordinating cross-functional solutions, managing service escalations, and serving as the central point of contact for bionic-related inquiries.

Requirements

High school diploma or equivalent required.
Minimum of 5 years of relevant experience in prosthetics, orthotics, or medical device customer service.
Strong proficiency in Microsoft Office and CRM/ERP systems (e.g., Navision, Salesforce).

Nice To Haves

Familiarity with prosthetic device components, socket design principles, and myoelectric/bionic system functionality strongly preferred.

Responsibilities

Order Management: Process, enhance, and monitor orders related to bionic, upper limb, and lower limb prosthetics via CRM, email, and phone according to internal procedures.
Customer Interaction: Maintain detailed customer records and ensure timely follow-up on all interactions, including complaints, returns, and technical inquiries.
Technical Support: Provide product-specific guidance, coordinate device service and loaner programs, and communicate repair timelines.
Issue Resolution: Enter feedback, complaints, and service requests in the CRM system; issue credit notes and resolve invoice discrepancies as required.
Sales Enablement: Support sales initiatives by following up on digital marketing campaigns, identifying upselling and cross-selling opportunities, and sharing customer insights with the field team.
Project Leadership: Represent the Customer Care department in cross-functional initiatives, such as IT or recall-related projects, ensuring alignment and timely execution.
Communication: Generate CRM-based reports and updates to Field Sales and internal teams regarding service trends, order accuracy, and customer satisfaction metrics.
Process Ownership: Manage the end-to-end “order-to-cash” process for assigned accounts, ensuring compliance with quality and operational standards.

Benefits

Competitive Compensation Packages
Medical, Dental, and Vision Benefits
401(k) Retirement Plan with employer matching contribution
9 paid holidays
13 vacation days, birthday and two (2) volunteer day
8 sick days within your first year of employment
Paid Parental Bonding
The US base hourly range for this full-time position is $18.93 - $22.00 + benefits.
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Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Your recruiter can share more about the specific pay range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base pay only, and do not include bonus, equity, or benefits.