Field Service Technician (Mid-Atlantic)

Date: Nov 5, 2021

Location: Columbus, OH, US, 43081

Company: Arthrex

Requisition ID: 47702 
Title: Field Service Technician (Mid-Atlantic) 
Division: Arthrex, Inc. (US01) 
Location: Inc- Work From Home (US11) 





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 two 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™


The territory for this position is: Ohio, Kentucky, West Virginia and Pennsylvania. The ideal candidate will live in one of these states near a major metropolitan airport; preferably in Columbus, Cleveland, Pittsburgh or Philadelphia.


Main Objective:

Under minimal supervision, coordinate and complete on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment. Assist field service team with daily activities for the U.S. including remote and on-site troubleshooting, order processing, and administrative responsibilities. 


Essential Duties and Responsibilities:

  • Provide technical support service for field service team, agency distributors and customers
  • Assist field service and agency distributors with replacement parts ordering
  • Solicit and compile feedback from customers and build close relationship with them
  • Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers
  • Work as a member of local team to provide efficient on-site and remote service to all accounts within the assigned area (includes delegating tasks and performing administrative duties)
  • Effectively communicate and partner with teammates and colleagues
  • Maintain regular, frequent communication with customers and agency distributors 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
  • 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
  • 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.
  • Up to 90% travel required at times


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
  • Minimum 2 years of relevant experience required. Previous Field Service experience preferred.
  • Experience in the OR, endoscopy or arthroscopy 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

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: Columbus
Nearest Secondary Market: Dublin

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