Field Service Technician Sr. II - (Remote- Midwest Region)

Arthrex

27d•Remote

About The Position

Arthrex Inc. is hiring a Field Service Technician Senior II in the Midwest Region (Remote) to complete on-site and remote troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment to customers in the United States. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™. Essential Duties and Responsibilities: · Effectively communicate and partner with teammates and colleagues · Partner with the customer and recommend value-added services that will help the customer run their business more efficiently. · Work as a member of a local team to provide efficient on-site and remote service to all accounts within the assigned area (including delegating tasks and performing administrative duties). · Maintain regular, frequent communication with customers and agency distributors to ensure resolution and proper follow-up, leading to customer satisfaction. · Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships. · Keep current on administrative responsibilities such as maintaining customer and Arthrex service and ticket records. · Own customer issues from dispatch or identification of issues to resolution. Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers. · 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. · Up to 80% Travel Additional Duties & Responsibilities · All from prior levels, plus: · Provide escalation for LAN, VLAN and networking support · Provide serviceability input to Arthrex sales and implementation teams during pre-sales engagements; ensure that technical specifications are adhered to. · Represent Technical Service as liaison with product managers & product development teams. · Serve as onboarding ambassador to new hire field service technicians · Achieves specified Field Service KPI targets while satisfying Corrective and Preventive Maintenance · Demonstrates an advanced level of troubleshooting and resolving the more complex equipment failures and unique service issues related to the product lines.

Requirements

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.
PC’s, Microsoft Office Suite
Eight years of medical device or field service experience required.
Six years of experience interfacing with internal team members and external customers as part of a solution-based service process.
Associate’s degree or equivalent is required.
ETA® International Fiber Optic Installer Certification or equivalent.is required

Nice To Haves

Experience in the OR, endoscopy, or arthroscopy preferred.
Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
Bachelor's degree in a technical field is preferred.

Responsibilities

Effectively communicate and partner with teammates and colleagues
Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
Work as a member of a local team to provide efficient on-site and remote service to all accounts within the assigned area (including delegating tasks and performing administrative duties).
Maintain regular, frequent communication with customers and agency distributors to ensure resolution and proper follow-up, leading to customer satisfaction.
Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.
Keep current on administrative responsibilities such as maintaining customer and Arthrex service and ticket records.
Own customer issues from dispatch or identification of issues to resolution. Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers.
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.
Provide escalation for LAN, VLAN and networking support
Provide serviceability input to Arthrex sales and implementation teams during pre-sales engagements; ensure that technical specifications are adhered to.
Represent Technical Service as liaison with product managers & product development teams.
Serve as onboarding ambassador to new hire field service technicians
Achieves specified Field Service KPI targets while satisfying Corrective and Preventive Maintenance
Demonstrates an advanced level of troubleshooting and resolving the more complex equipment failures and unique service issues related to the product lines.