Field Service Technician III (Central)

Date: Jan 14, 2022

Location: Dallas, TX, US, 75201

Company: Arthrex

Requisition ID: 50301 
Title: Field Service Technician III (Central) 
Division: Arthrex, Inc. (US01) 
Location: Dallas, TX





Arthrex, Inc. is a global medical device company and a leader in product development and medical education in orthopedics.  Arthrex is actively searching for a Field Service Technician to assist with on-site repairs of our devices. The successful candidate will collaborate with our Technical Service and Engineering teams to define and implement corrective action plans for customer sites.  Excellent interpersonal, organizational, and troubleshooting skills along with three plus years of field service experience and a High School Diploma or equivalent are required for this position.  The position does require travel.  Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™


Main Objective:

Under minimal supervision, serve as Arthrex lead to assigned customers; complete on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment. May assist and/or train less experienced Technical Service Specialists and Representatives.


Essential Duties and Responsibilities:

  • 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 aware of status of all issues at all times for their designated customers
  • Effectively communicate and partner with teammates and colleagues
  • Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction
  • Partner with the customer and recommend value-added services that will help the customer run their business more efficiently
  • Keep up to date on administrative responsibilities such as maintaining customer and Arthrex service records, ordering repair parts, and returning defective parts
  • Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately strengthen business partnerships
  • Identify business opportunities for the organization, including incremental service agreement business
  • Partner with Sales Team to ensure smooth and well-documented transition to support for Synergy Matrix and Synergy.Net implementations
  • Provide serviceability input to Arthrex sales and implementation teams during pre-sales engagements; ensure that technical specifications are adhered to
  • Ensure timely and successful product upgrades
  • Responsible for assisting with DNS, subnets, DHCP, firewalls, switch configuration, and default gateways in development lab, and hospital sites
  • Provide Level 1 LAN, VLAN and networking support
  • Provide assistance with hardware testing validation and troubleshooting.  This includes routers, network switches, encoders, decoders, and PCs
  • Review network utilization statistics to verify that Arthrex solutions are properly utilized and support SLAs are met or exceeded
  • Represent Technical Service as liaison with product managers & product development teams
  • Complete implementation of integration products at customer locations
  • Up to 80% travel required


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:

  • High School Diploma or equivalent required
  • Bachelor's degree in technical field preferred
  • 3 years of field service experience required, medical device experience preferred
  • Experience interfacing with both internal team members and external customers as part of a solution based service process
  • Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
  • Experience troubleshooting and responding to customer concerns


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

  • 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
  • Must have and maintain a valid Driver’s License


Machine, Tools, and/or Equipment Skills:

  • PC’s, Microsoft Office Suite


The territory for this position is the following states: Texas, New Mexico, Oklahoma, Kansas, Missouri, Nebraska, Iowa, South Dakota.  The ideal candidate will live near a major metropolitan airport in one of these states; preferably in Dallas, TX.

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.

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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