About the role:

As a Service and Repair Engineer, you will play a vital role in delivering exceptional customer experiences and ensuring Arthrex products perform at their best. Working with minimal supervision, you will provide high quality technical service while also contributing to make our customer experiences better. Collaborating with cross functional teams including Sales, Marketing Operations, Customer Service, Quality Assurance and more, you will help drive continuous improvement while upholding Arthrex’s core values of innovation, integrity, and customer focus.

This role requires a high-impact individual ready to own customer-orientated technical service in their region. The role provides independence to specialise, support to grow, and visibility to make a real impact across the business. Due to growth, this is a new role in the region and will suit a fast starter who is ready to show what great service looks like for our customers.

Key responsibilities

• Deliver service at hospitals, clinics and Arthrex locations - preventative maintenance, safety testing, troubleshooting, and repair returns processing.
• Operate effectively under pressure (e.g. over-the-phone or on-site troubleshooting, fast triage when timelines are tight, clear communication with clinical & sales staff).
• Coordinate with customers to plan & maximise efficiency of service visits
• Build trusted relationships with customers and communicate feedback with action plans to sales and service management
• Own your schedule - triage service requests, book field visits, prepare repair quotes, obtain approvals and track progress to KPIs.
• Manage tools & admin: ensure calibration/validation, maintain documentation, learning modules, inventory movements, contract booking and parts ordering.
• Collaborate cross-functionally with Quality and Arthrex Inc on product complaints, returns, and documentation.
• Support loan/warehouse teams to maintain service inventory readiness.
• Travel to customer sites across VIC and interstate, as required.
• Contribute to the future designs of Arthrex service in ANZ and APAC

Traits & behaviours that will make you successful

• Resilience, grit & determination in a growing business responding to clinical, commercial & time-sensitive scenarios
• Calm, clear communication with nurses, sterile services, biomedical engineers, occasionally surgeons and often sales reps
• Ownership & reliability when working independently
• Collaboration & respect across teams; strong ownership of your commitments
• Growth mindset – help make our customer experiences better and become a functional expert

Who you are

• 1-5+ years in field service, depot repair, AV installation, or on-site technical support
• Medical device experience helpful but not essential - we’ll train you on Arthrex products
• 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
• Familiar with standards (eg. IEC 60601/62353, AS/NZS 3551, ISO 13485) is a plus
• Proficient in Microsoft 365; SAP/Salesforce experience a bonus
• Electrical test & tag license desirable (not essential)
• Driver’s license & own vehicle (reimbursement for use provided); willingness to travel
• Curiosity about AI tools to improve service efficiency (nice-to-have, not required)

Travel & work style

• Expect regular local travel and interstate trips (typical range 20-40%, varies by demand/scheduling but expected to grow according to changes in service strategy)
• Initial onboarding & training likely to take place in Sydney – travel costs covered
• High autonomy with strong team support – clear priorities, accessible manager & peers and shared processes
• Occasional early starts/late finishes aligned to hospital schedules; any overtime managed and recognised as time-in-lieu

Growth Pathway

Start by mastering service delivery & building trust with internal & external customers. Within 12–18 months, deepen into a functional specialty as our ANZ expert (eg. safety testing & compliance, customer experience & triage, service inventory readiness, or data/process improvement). Longer term, grow into advanced technical roles, service leadership or branch out into other areas within our medical device company.

Role FAQs

• What does “high-pressure” mean here?

Think operating theatre downtime resulting in surgeon & patient delays, equipment replacement processing within hours of reported problems, on-site troubleshooting around surgery list times

• How often is interstate travel?

Typically, several trips per quarter, driven by customer needs and project schedules.

• What training will I receive?

Product, safety testing standards, systems (SAP/Salesforce), and structured shadowing in the first months.

• Is AI part of the job?

We think it will be in the future. Today, we’re exploring tools to make service smoother – so curiosity & willingness to experiment helps, but it’s not required.