Associate Service & Repair Engineer

Arthrex APAC; Auckland; On-site; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Base salary + bonus

Health insurance

On-site parking

Training & development

East Tāmaki location

Job summary

Arthrex APAC is seeking a dedicated Service & Repair Technician to cover New Zealand. You will manage repair/replacement processing, perform maintenance, and troubleshoot Arthrex products, coordinating with hospitals and internal teams to provide rapid solutions.

A customer-first mindset and ability to travel regularly are essential. Ideal candidates have 1–3 years of related experience in medical devices or technical support, and familiarity with hospital environments.

Qualifications

• 1-3 years of relevant professional experience desired, medical device service or AV installation/technical support experience preferred.
• Hands-on with device testing and basic software updates; practical exposure with tools/equipment.
• Experience in hospital/clinical environments is highly regarded.
• Customer service mindset and ability to align theatre priorities with company goals.
• Strong communication, time management, and problem solving skills.
• Familiarity with Electrical Safety Regulations NZ, IEC60601/AS/NZS 3551/ISO 13485 is highly regarded.

Responsibilities

• Take ownership for repair/replacement processing, troubleshooting and failure investigation of Arthrex products.
• Deliver service at hospitals, clinics and Arthrex locations; perform preventative maintenance and repair returns processing.
• Plan service schedules for preventative maintenance, with internal coordination.
• Handle administrative tasks and customer service interactions with external stakeholders.
• Team up with local colleagues to triage service requests, book field visits and track progress to KPIs.
• Travel regularly (typical 20-40%), with potential increases per service strategy changes.

Skills

Customer service

Time management

Problem solving

Communication

Willingness to travel

Tools

Microsoft 365

SAP

Salesforce

Job description

Job description:

Benefits & Highlights:

• Competitive base salary+ Corporate Bonus
• Health & Income Protection Provided + On Site Parking
• Excellent leadership, mentoring support with ongoing training & development
• Work with purpose at a privately-owned company innovating in specialised areas of healthcare and medical devices
• Location: Highbrook Business Park, East Tāmaki

This role will see you perform Service and Repair solutions across New Zealand to deliver optimal performance of Arthrex products and exceptional Customer Service to our customers. This role will suit a highly motivated individual ready to learn how to deliver customer-orientated technical service in their region.

About the Role

In this role you will be responsible for ensuring that all Arthrex products that require Service & Repair from our customer base (hospitals) is attended to in a timely fashion. You’ll interact with our customers in hospitals as well as coordinate internally with our sales force to ensure issues are promptly addressed and resolved.

• Take ownership for the repair/replacement processing, troubleshooting and failure investigation of any Arthrex products requiring Service and Repair.

• Deliver service at hospitals, clinics and Arthrex locations - preventative maintenance, safety testing, troubleshooting, and repair returns processing.

• Support independently or with others planning of service schedules for preventative maintenance.
• Strong ability to handle administrative tasks, customer service focused interactions with external stakeholders.

• Team up with your local colleagues - triage service requests, book field visits, prepare repair quotes, obtain approvals and track progress to KPIs.

• Expect regular travel (typical range 20-40%, varies by demand/scheduling but expected to grow according to changes in service strategy)

Profile description

About You

This position will suit somebody with ideally the below skillsets:

• 1-3 years of relevant professional experience desired, medical device service or AV installation/technical support experience preferred
• Practical exposure with tools/equipment; hands-on with device testing and basic software updates
• Experience in hospital/clinical environments (or similar high-pressure facilities) is highly regarded
• Customer service mindset - you can quickly understand hospital operating theatre priorities & commercial medical device company goals
• Strong communication, time management, and problem solving
• Familiarity with Electrical Safety Regulations NZ, IEC60601, 62353, AS/NZS 3551, ISO 13485 highly regarded
• Proficient in Microsoft 365; SAP/Salesforce experience is a bonus
• Electrical test & tag license desirable (not essential)
• Driver’s license & own vehicle (reimbursement for use provided); willingness to travel
• Comfortable with the physical requirements technical service work, including handling of equipment and tools up to 20kg
• Curiosity about AI tools to improve service delivery (nice-to-have, not required)

About Arthrex

Arthrex is a global medical device company and leader in new product development and medical education in Orthopaedics. With a corporate mission of Helping Surgeons Treat Their Patients Better, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year. We are a privately held company with a family business culture committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Arthrex Australia & New Zealand is proud to be Great Place to Work Certified based on feedback from our dedicated and growing team. We are renowned in our industry for our positive culture, integrity, leadership, and inclusivity.