Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Main Objective:

The main objective of this role is to independently perform on-site installation, troubleshooting, and maintenance of products, while accurately verifying warranty and service agreement information to ensure that customer needs and inquiries are addressed promptly and effectively.

The position works closely with teams in Korea and across APAC to manage and resolve technical issues in a structured and timely manner. Additionally, the role contributes to improving service processes and operational systems to enhance business efficiency, elevate service quality, and strengthen customer relationships. Through delivering consistent and well-managed service experience, this position plays a key role in increasing customer satisfaction and long-term loyalty.

Essential Duties and Responsibilities:

• Responsible for the trouble shooting, failure investigation, repair, testing and documentation of products returned from the customers to determine the next appropriated action and handling
• Responsible for performing and managing failure root cause analysis on all returned products
• Perform complaint failure evaluations and provide estimate on repairs
• Document and communicate findings to management, QA, manufacturing and engineering as needed
• Manage Capital product inspections and Maintenance, and update as necessary
• Collaborate with Arthrex Global to complete documentation necessary for closure of customer complaints
• Provide written repair quotes to customers and obtain repair approvals as required
• Monitor repairs, evaluations and vendor quotes for appropriate actions and timely responses
• Follows business policy and guidelines when verifying device warranty, service agreement status, service billing and returned devices status
• Follows Global Trade standard operating procedures set for international government regulations / processes for all products shipped back to Global for Service and Repair
• Keep up to date on administrative responsibilities such as maintaining customers and Arthrex Service records, ordering repair parts and treating defective parts
• Work very closely with logistics team for service parts receiving and returns to ensure proper documentation and inventory are closely managed
• Some travel to customers’ locations may be required
• Other duties as assigned

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Education and Experience:

• Associate degree in technical fields or equivalent required
• Over 5 years of field services experience required, medical devices experiences preferred
• Experience in interfacing with both internal and external customers as part of a solutions- based service process.
• Experience diagnosing, troubleshooting and responding to customer concerns
• SAP knowledge preferred.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Excellent analytical abilities
• Knowledge of identifying complex problems and reviews related information to develop and evaluate options and implement solutions
• Ability to analyze and resolves non-routine service issues using independent judgement
• Good written and oral English language communication skills
• Ability to work well within a group environment
• Strong time management and organization skills and ability to juggle multiple responsibilities
• Knowledge of electronics, optics, electromechanical equipment troubleshooting preferred
• Good negotiation skills

Machine, Tools, and/or Equipment Skills:

• Intermediate to expert level Microsoft Excel.
• Proficient in Word, and Outlook.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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 other team members and management. Ability to write and record data and information as required by procedures.

Work Environment:

Regularly work at Service & Repair center at Korea warehouse or visit to Customers locations. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Internal and External Relations: 

The position maintains ongoing relationships with Arthrex customers, Arthrex Customer Services and hospital staff in order to support/perform duties in this position.

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