Field Service Technician Sr I - (Midwest Region)(Remote)

National Society for Black Engineers; United States; Remote; Full time

Job summary

An established industry player is seeking a Field Service Technician Senior I to join their dynamic team. This role involves providing exceptional on-site and remote support for medical devices, ensuring customer satisfaction through effective communication and problem-solving. The ideal candidate will have a strong background in medical devices and field service, with the ability to manage multiple responsibilities efficiently. This innovative company offers a collaborative environment where your contributions will directly impact the success of healthcare professionals. If you are passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Medical, Dental and Vision Insurance

Company-Provided Life Insurance

Flexible Spending Account (FSA)

401(k) Retirement Plan

Annual Bonus

Gym Reimbursement Program

Tuition Reimbursement Program

Paid Time Off

Paid Parental Leave

Employee Assistance Provider (EAP)

Qualifications

• 5+ years of medical device and field service experience required.
• Strong communication and problem-solving skills essential.

Responsibilities

• Provide on-site and remote troubleshooting and maintenance for medical devices.
• Collaborate with teams to resolve customer issues and ensure satisfaction.

Skills

Time Management

Organization Skills

Communication Skills

Customer Service

Education

High School Diploma

Bachelor's Degree in Technical Field

Tools

LAN

VLAN

Networking Equipment

DNS

DHCP

Firewalls

Switch Configuration

Job description

Requisition ID: 62272 Title: Field Service Technician Sr I - (Midwest Region)(Remote) Division: Arthrex, Inc. (US01) Location: Inc- Work From Home (US11) Salary Range: Salary Minimum: $27.00 Salary Maximum: $42.00

Arthrex Inc. is hiring a Field Service Technician Senior I (Remote)(Midwest Region) to complete on-site and remote troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment to customers in the United States. This individual will be ideally located near a major airport in the Midwest Region (Minneapolis, Chicago, St Paul). Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better.

Essential Duties and Responsibilities:

1. Effectively communicate and partner with teammates and colleagues.
2. Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
3. 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).
4. Maintain regular, frequent communication with customers and agency distributors to ensure resolution and proper follow-up, leading to customer satisfaction.
5. Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.
6. Keep current on administrative responsibilities such as maintaining customer and Arthrex service and ticket records.
7. 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.
8. 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.
9. Up to 80% Travel.

Additional Duties & Responsibilities:

1. Provide Level 1 LAN, VLAN, and networking support.
2. Collaborate with Technical Service and Engineering teams to define and implement corrective action plans for escalated customer sites.
3. Responsible for assisting with DNS, subnets, DHCP, firewalls, switch configuration, and default gateways in development lab, and hospital sites.
4. Provide assistance with hardware testing validation and troubleshooting, including routers, network switches, encoders, decoders, and PCs.
5. Partner with Sales & Integration Teams to ensure smooth and well-documented transition to support for Synergy Matrix and Synergy.Net implementations.
6. Ensure timely and successful product upgrades.
7. Create/revise internal training/troubleshooting resources and perform service training.

Knowledge/Skills:

1. Strong time management and organization skills and ability to juggle multiple responsibilities.
2. Be available "after hours" or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary.

Experience:

1. Five years of medical device experience required.
2. Five years of field service experience required.
3. Three years of experience interfacing with internal team members and external customers as part of a solution-based service process.
4. Experience in the OR, endoscopy, or arthroscopy preferred.
5. Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

Education Required:

1. High School Diploma or equivalent is required.
2. Bachelor's degree in a technical field is preferred.

Discretion/Latitude:

Work is performed under general direction. Exercises some latitude in determining objectives and approaches to assignment. Work is reviewed for soundness of judgment and overall adequacy and accuracy.

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas and issues effectively to customers, other team members and management. Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Arthrex 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)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.