Field Service Specialist III (Finance)

Requisition ID: 62162 Title: Field Service Specialist III Division: Arthrex, Inc. (US01) Location: Naples, FL

Arthrex Inc. is hiring a Field Service Specialist III to be responsible for completing on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment to customers in the United States. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

If hired for this position, you will be eligible for a $750.00 sign-on bonus (minus appropriate tax withholdings) which will be paid in your first pay period.

Essential Duties and Responsibilities:

• Effectively communicate and partner with teammates and colleagues

• Provide technical support service for agency distributors and customers

• Perform Corrective and Preventive Instrument maintenance.

• Own customer issues from dispatch or identification of issues to resolution. Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers.

• Interact with clinical, engineering, and operations teams to drive the resolution of technical issues. Escalate at-risk customers to the appropriate Arthrex team promptly and work closely with internal partners and the customer to define and implement corrective action plans.

• Recommend value-added services to enhance customer efficiency, maintain regular communication for timely resolutions, and focus on customer needs to strengthen professional relationships.

• Partner with Area Account Managers in assigned territories to provide efficient on-site and remote service to all accounts within the territory, including delegating tasks and performing administrative duties.

• Gather customer feedback, ensure excellent interaction and satisfaction, maintain professional relationships, and provide status reports to management

• Work with agency reps, internal partners, and customers to ensure the highest standards and best practices in medical device safety, security, interoperability, and functionality.

• The ability to work remotely with other Field Service Engineers to walk through troubleshooting equipment failure and service-related issues using the telephone, text, email, video conferencing, or other means of communication.

• Promptly maintain records and ensure accurate documentation including tickets, service records, SOPs and Work Instructions.

• Responsible for maintaining accurate trunk stock

• Remain current on equipment/tools through appropriate training, manuals, technical bulletins and other relevant materials

• Must be proactive in resolving instrument issues before they become chronic by determining a root cause and course of action

• Comply with local management policies for access to facilities in assigned territory

• Proper use of personal protective equipment (PPE) and safety devices as required by EHS policies and procedures and/or customer-dictated policy

• Up to 80% travel

Additional Duties & Responsibilities

• All from prior levels, plus:

• Serve as third-tier escalation point

• Demonstrate mastery of several Arthrex product lines with minimal direction

• Demonstrates an expert level of troubleshooting needed to resolve the most complex equipment failures and unique service issues related to the product lines

• Response to "first-time" complex issues-situations that have not been encountered before and appear to require extensive technical knowledge.

• Collaborate with Technical Service and Engineering teams to define and implement corrective action plans for escalated customer sites.

• Participate in product design activities representing design for serviceability and product quality representing both internal customers and end users.

• Demonstrates expert knowledge of performing critical adjustments, calibrations and general maintenance of each supported product lines

• Attend leadership product-specific meetings/conference calls as needed

• Attend professional workshops and seminars, as assigned.

Knowledge/Skills:

• Strong time management and organization skills and ability to juggle multiple responsibilities.

• Exercises excellent judgment setting priorities, escalations and identifying next steps.

• Maintains functional knowledge of relevant healthcare safety codes and standards of regulatory bodies including The Joint Commission (TJC), National Fire Protection Association (NFPA), International Electrotechnical Commission (IEC), Food and Drug Administration (FDA), International •

• Organization for Standardization (ISO), and Association for the Advancement of Medical Instrumentation (AAMI)

• Excellent verbal, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy-to-understand manner

• Ability to read and interpret electronic schematics, AV drawings, and other relevant technical documentation.

• Basic mechanical, electrical, and logical troubleshooting skills.

• Strong knowledge of industry standard hand tools and proper usage. Including digital multimeter, oscilloscope, electrical safety analyzer, electrosurgical analyzer, and manometer.

• PC's, Microsoft Office Suite.

Discretion/Latitude: Work is performed under minimal direction. Exercises some latitude in determining objectives and approaches to assignment. Work is reviewed for soundness of judgment and overall adequacy and accuracy.

Experience:

• 5-year(s) experience diagnosing and repairing mechanical, electromechanical, robotics, electronic equipment, and/or medical device instrumentation required.

• Three years of experience interfacing with internal team members and external customers as part of a solution-based service process.

• Experience in the OR, endoscopy, or arthroscopy preferred.

• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment

Education Required:

• Bachelor's degree in electronics, engineering, biomedical technology, or other business-related field of study is required.

• AAMI recognized Healthcare Technology Management Certification or equivalent preferred (CBET, CABT, CRES, CHTM, or CISS)

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

Mathematical Skills: Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements.

Language and Communication:

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

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to sit, use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

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