Supervisor - Technical Support

Arthrex Inc. is hiring a Supervisor – Technical Support (Remote) to oversee the daily activities of the Technical Support Representatives while ensuring world class service delivery. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™

Essential Duties and Responsibilities:

•           Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility.  This encompasses all troubleshooting, technical service issues, and product upgrades.

•           Lead, manage, develop, train and review performance of staff.

•           Provide timely reporting to Arthrex Leadership regarding the overall performance of the Technical Support Representative Team.

•           Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization.  Regularly review performance with TSR team.

•           Measure and maintain customer satisfaction.

•           Ensure all team member issues and concerns are addressed in a timely manner, encourage involvement from all team members and foster a positive team environment.

•           Manage and schedule training and development for team.

•           Develop and maintain department policies, procedures, and processes.

•           Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction.

•           Identify and implement process improvements that enhance customer experience and /or meet future business needs.

•           Deliver annual Performance Reviews and maintain records of their team.

•           Work in partnership with Technical Support manager in hiring decisions.

•           Required to work flexible hours as needed to support customer needs.

Education and Experience:

•           High School Diploma or equivalent required, Associates Degree preferred

•           5 years of customer-facing responsibilities in Technical Service required

•           Prior Supervisory Experience required

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

Technical knowledge of products sold by the company and understanding of their clinical use.  Basic knowledge of medical terms relating to the products handled.  Basic knowledge of marketing concepts and practices.

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 must occasionally lift and/or move up to 10 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)

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.