Supervisor - Technical Support

Hongkang Northamerica • Remote, OR

73d • $68,501 - $126,500 • Remote

About The Position

Arthrex Inc. is hiring a Supervisor - Technical Support (Remote) to oversee the daily activities of the Technical Support Representatives while ensuring world class service delivery. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Requirements

• High School Diploma or equivalent required, Associates Degree preferred.
• 5 years of customer-facing responsibilities in Technical Service required.
• Prior Supervisory Experience required.

Nice To Haves

• Technical knowledge of products sold by the company and understanding of their clinical use.
• Basic knowledge of medical terms relating to the products handled.
• Basic knowledge of marketing concepts and practices.

Responsibilities

• Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility.
• Lead, manage, develop, train and review performance of staff.
• Provide timely reporting to Arthrex Leadership regarding the overall performance of the Technical Support Representative Team.
• Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization.
• Regularly review performance with TSR team.
• Measure and maintain customer satisfaction.
• Ensure all team member issues and concerns are addressed in a timely manner.
• Encourage involvement from all team members and foster a positive team environment.
• Manage and schedule training and development for team.
• Develop and maintain department policies, procedures, and processes.
• Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management.
• Identify and implement process improvements that enhance customer experience and/or meet future business needs.
• Deliver annual Performance Reviews and maintain records of their team.
• Work in partnership with Technical Support manager in hiring decisions.
• Required to work flexible hours as needed to support customer needs.

Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree