“I’m lucky because I’ve had the opportunity to see the different locations and get to know people across the company,” he said. “When I worked at AMIE, it was a very tight-knit group and it was so busy, constantly moving. Now, I get to see more of the front-end product cycle, which has been interesting.”

In this edition of our 5 Questions series, read more about why Marcel believes customer service is not only one of the most important parts of his job, it’s the best part.

What does a typical day at Arthrex look like for you?

There is no typical day at Arthrex for me, but I enjoy the fact that every day is different. I like finding solutions to problems and, if something is not working, figuring out why. I like interacting with the different department leaders and finding solutions to problems they may have; ensuring that my team has what they need to do their jobs effectively. I have six techs on my team who are awesome and make my job a lot easier.

Lately, our team has been very involved with the moves (around the Inc. campus to Arthrex One). We have done eight moves in 10 weeks with no less than 65 users.

What do you enjoy most about your job?

I really love the customer service side of my job. It used to be that you could be in IT and work on equipment and not talk to people. That’s not me. I like talking to people and helping solve a problem they couldn’t solve themselves. You can see the stress come off people when you are able to help them, and that is really satisfying to me.

It used to be that you could have the technical skills to do this job and not the soft skills set of working with customers. Not anymore. I can teach technical skills. I cannot teach customer service and empathy.

What has been a highlight during your time at Arthrex?

I had not been working at Arthrex for a year when they asked me to go to Santa Barbara, California, to help out at Arthrex California Technology for three weeks. It’s the only time I have been able to travel to the West Coast. That the company had the trust in me and gave me the opportunity to help made me feel more valued in the eight months I had been at Arthrex than I felt at any other job I had held.

Our core value is Making People Better. How has Arthrex made you better?

Arthrex has given me the opportunity to excel, succeed and be valued. Not only with the trust and opportunity to do my job both here and at our other locations, but with our professional development through the Learning and Development opportunities we have. I went through the Emerging Leaders program, which was fantastic. Not only did I have the opportunity to learn from my peers, but the program allowed us to hear from [President and Founder] Reinhold [Schmieding] directly and ask him questions. It’s made me a better employee, a better person and a better team member.

What do you do in your downtime?

I love to spend time with my wife and our kids who are 10, 7, 5 and 2. I have a big family with two younger brothers. We all live in the same area and love spending time with one another – pre-COVID. And I love spending time at the ocean. Other than my family, the ocean is my life blood.  

Interested in joining the Arthrex team? See our latest career opportunities.