Technical Service Representative II (Finance)

Requisition ID: 62892 Title: Technical Service Representative II Division: Arthrex, Inc. (US01) Location: INC- Naples FL (US08)

Arthrex Inc. is hiring a Technical Service Representative II at our Naples, FL location, to act as initial point of contact for Arthrex Product Support requests from customers and sales representatives and to provide exceptional customer experience through the efficient intake, routing, and resolution of RMA requests. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• Keep current on administrative responsibilities such as maintaining customer and Arthrex service records.

• Manage clean hand-off of customer service requests to the appropriate Arthrex team.

• Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.

• 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.

• Demonstrate ability to communicate clearly and effectively with coworkers and customers (verbally and in writing).

• Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

• Interface with external customers such as distributors, sales reps, and medical professionals to resolve customer issues promptly.

• Deliver world-class phone support to Arthrex sales agency representatives and medical facility employees.

Additional Duties & Responsibilities:

• All from prior levels, plus:

• Collaborate with Arthrex team to develop and deliver technical training to Technical Support team members.

• Own remote resolution of technical service requests.

• Proactively engage with other team members to ensure they are aware of the status of all issues at all times for their designated customers.

• Deliver world class phone support to Arthrex sales agency representatives and medical facility employees.

• Achieve established goals typical for contact center transactional work, including ticket SLAs, ticket, and call quality.

• Assist with a technical escalations & support on-call team members as needed

Knowledge/Skills:

• Strong time management and organization skills.

• 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.

• The Ability to learn new skills and technologies to perform job duties.

• Knowledge of ERP and CRM systems and best practices.

• Properly capture and document 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 and patient demeanor when working under pressure.

• Ability to work with personnel of various skill sets and education levels; ability to interface with personnel across multi-functional departments preferred.

• Ability to interface with both internal team members and external customers as part of a solution-based service process preferred.

Experience:

• One year working successfully in a call center required; three years preferred.

• Experience with business applications such as: databases, data entry, or ERP systems is required.

• Experience working directly with customers and sales representatives in a customer service capacity required.

• Experience with Salesforce (or other CRM/SMS systems), particularly in a ticketing or customer service capacity preferred.

• Experience working in a regulated industry such as medical device, pharma, defense, etc., preferred.

Education Required:

• High school diploma or equivalent required.

• AA, AS, or higher in a technical field is preferred

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 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 hear. The employee is frequently required 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.