Technical Service Representative I

Essential Duties and Responsibilities:

• Intake and route product related issues through ticketing system
• Facilitate customer service functions such as account credits, product exchanges, upgrade, or replacement.
• Interface with external customers such as distributors, sales reps, and various medical professionals to ensure customer issues are resolved in a timely manner.
• Collaborate effectively with internal customers such as Quality, Logistics, Contracts and Customer Service teams to ensure customer issues are resolved in a timely manner.
• Maintain accurate, updated documentation while performing essential job duties.
• Manage clean hand-off of customer service requests to appropriate Arthrex team.
• 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.
• 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.
• Support the Technical Assistance Center team by providing accurate and timely RMAs.

Education and Experience:

• HS Diploma required.
• AA, AS or higher in a technical field preferred.
• 2 years working successfully in a call center environment required.
• Experience with business applications such as: databases, data entry or ERP systems required.
• Experience working directly with customers and sales representatives in a customer service capacity required.
• Experience with Salesforce (or other CRM/SMS system), particularly in a ticketing or customer service capacity preferred
• Experience working in a regulated industry such as medical device, pharma, defense, etc., preferred.
• Experience working with personnel of various skills sets and education levels; ability to interface with personnel across multi-functional departments preferred.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process preferred.

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

• Strong time management and organization skills and ability to juggle multiple responsibilities.
• Strong communication (written and oral) and presentation skills.
• Ability to work comfortably across different areas of the business.
• Problem solving and critical thinking skills a must, including the ability to learn new skills and technologies in order to perform job duties.
• Knowledge of ERP and CRM systems and best practices
• Proper capture and documentation of customer inputs
• Ability to research and triage customer needs and communicate across relevant teams.
• Ability to think creatively and analytically.
• Strong sense of ownership and responsibility
• Calm, patient demeanor when working under pressure.

Machine, Tools, and/or Equipment Skills:

PC’s, Microsoft Office Suite, Call Center Technology.

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.

Mathematical Skills

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

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.

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 hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee may 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
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)