Bionic Service Specialist

Embla Medical•Orlando, FL

4d•$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. What You’ll Do Job Knowledge & Complexity Serves as the subject-matter expert for bionic and upper extremity prosthetic products. Acts as the primary contact for troubleshooting, product configuration guidance, and order enhancement related to bionic and upper limb systems. Provides exceptional service to both internal and external customers, anticipating needs and resolving complex issues efficiently. Balances multiple stakeholder interests across departments such as R&D, Quality, Marketing, and Field Operations. Leads or participates in cross-functional projects (e.g., product recalls, software updates, or service improvement initiatives). Contributes to process improvement efforts, recommending ways to enhance customer satisfaction and operational efficiency.

Requirements

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

Nice To Haves

Experience in prosthetics, orthotics, or medical devices preferred.
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.