Field Service Technician Sr I - (Midwest Region)(Remote)
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.
If hired for this position, you will be eligible for a $750.00 sign-on bonus (minus appropriate tax withholdings) which will be paid in your first pay period.
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:
- Provide Level 1 LAN, VLAN, and networking support.
- Collaborate with Technical Service and Engineering teams to define and implement corrective action plans for escalated customer sites. Proactively engage with other team members to ensure they are always aware of status of all issues for their designated customers.
- Responsible for assisting with DNS, subnets, DHCP, firewalls, switch configuration, and default gateways in development lab, and hospital sites.
- Provide assistance with hardware testing validation and troubleshooting. This includes routers, network switches, encoders, decoders, and PCs.
- Partner with Sales & Integration Teams to ensure smooth and well-documented transition to support for Synergy Matrix and Synergy.Net implementations.
- Ensure timely and successful product upgrades.
- Create/revise internal training/troubleshooting resources and perform service training.
Knowledge/Skills:
- 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.
Experience:
- Five years of medical device experience required.
- Five years of field service experience required.
- Three years of experience interfacing with internal team members and external customers as part of a solution-based service process.
- Experience in the OR, endoscopy, or arthroscopy preferred.
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
Education Required:
- High School Diploma or equivalent is required.
- Bachelor's degree in a technical field is preferred.
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