Field Service Specialist II

Arthrex

30d•Onsite

About The Position

Arthrex Inc. is hiring a Field Service Specialist II - Southeast Region to be responsible for providing advanced onsite technical support, troubleshooting, installation, preventive maintenance, and repair services for designated Arthrex products across customer locations in the United States. The role requires strong customer relationship management, independent decision making, and the ability to resolve complex field issues in fast-paced hospital environments. The individual must reside in Southeast Region of US. Must also reside near a major airport (Charlotte and Atlanta are the preferred locations)

Requirements

Strong time management and organization skills and ability to juggle multiple responsibilities.
Exercises excellent judgment setting priorities, escalations and identifying next steps
Maintains functional knowledge of relevant healthcare safety codes and standards of regulatory bodies including The Joint Commission (TJC), National Fire Protection Association (NFPA), International Electrotechnical Commission (IEC), Food and Drug Administration (FDA), International Organization for Standardization (ISO), and Association for the Advancement of Medical Instrumentation (AAMI)
Ability to read and interpret electronic schematics, and other relevant technical documentation.
Basic mechanical, electrical, and logical troubleshooting skills.
Strong knowledge of industry standard hand tools and proper usage. Including, but not limited to: digital multimeter, oscilloscope, electrical safety analyzer, dynamometer, tachometer, electrosurgical analyzer, torque screwdriver, and manometer.
PC’s, Microsoft Office Suite.
Associate’s degree in electronics, engineering, biomedical technology, or other business-related field of study is required
2-year(s) experience diagnosing and repairing mechanical, electromechanical, robotics, electronic equipment, and/or medical device required.

Nice To Haves

Experience in the OR, endoscopy, or arthroscopy preferred.

Responsibilities

Effectively communicate and partner with teammates, colleagues, sales representatives, and internal support organizations.
Troubleshoot, diagnose, and resolve mechanical, electromechanical, and electronic equipment issues, including complex fluid waste management systems. Perform corrective and preventive maintenance on all assigned product lines.
Own customer issues from dispatch through resolution, while maintaining continuous communication with internal teams and customers. Interact with clinical, engineering, and operations teams to drive the resolution of technical issues. Escalate at-risk customers to the appropriate Arthrex team promptly and work closely with internal partners and the customer to define and implement corrective action plans.
Proactively understand operational needs, maintaining regular communication throughout service activities, ensuring timely resolutions, and identifying value-added services or preventive maintenance opportunities that improve device uptime and operational efficiency.
Collaborate with Area Account Managers in assigned territories to provide effective on site and remote service, including coordinating service activities, delegating tasks, and managing associated administrative responsibilities.
Gather customer feedback, ensure excellent interaction and satisfaction, maintain professional relationships, and provide status reports to management.
Work with sales reps, internal partners, and customers to ensure the highest standards and best practices in medical device safety, security, interoperability, and functionality.
The ability to work remotely with other Field Service Specialists to walk through troubleshooting equipment failure and service-related issues using the telephone, text, email, video conferencing, or other means of communication.
Promptly maintain records and ensure accurate documentation including tickets, service records, and Work Instructions.
Maintain accurate trunk stock and manage territory assets responsibly. Remain current on tool calibrations, service manuals, technical bulletins, and required training. Must be proactive in resolving issues before they become chronic by determining a root cause and course of action
Comply with local management policies for access to facilities in assigned territory
Proper use of personal protective equipment (PPE) and safety devices as required by EHS policies and service procedures and/or customer-dictated policy
Up to 90% travel; must be able to support occasional overtime or overnight work based on customer needs.
Serve as second-tier escalation point
Demonstrate mastery of at least one Arthrex product line with minimal direction
Demonstrates an advanced level of troubleshooting to resolve the more complex equipment failures and unique service issues related to the product lines.
Demonstrates advanced knowledge of performing critical adjustments, calibrations and general maintenance of each supported product lines
Provide feedback of common equipment technical failures to Quality team
Serve as onboarding ambassador to new hires
Partner with colleagues and new Field Service Specialists to provide technical mentorship needed to problem-solve systems solutions
Support other FSS's diagnosing and troubleshooting with schematics, diagrams, service manuals and other technical documentation.
Work with Product Managers to keep product information up to date, and to keep the Field Service team informed of product updates.
Act as Global Service and Repair Training SME for training and troubleshooting guide creation and implementation of training activities
Be a role model for the FSS Team