Field Service Technician III in Newport Beach, CA , at Arthrex
2601 Avon St
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Job Description Requisition ID: 42103 Title: Field Service Technician III Division: Arthrex, Inc. Location: CA INC - Work from Home
The territory for this position is CA - the ideal candidate will live near a major airport.
Under minimal supervision, serve as Arthrex lead to assigned customers; complete on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment. May assist and/or train less experienced Technical Service Specialists and Representatives.
Essential Duties and Responsibilities:
Collaborate with Technical Service and Engineering teams to define and implement corrective action plans for escalated customer sites. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customers
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, ordering repair parts, and returning defective parts
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
Partner with Sales Team to ensure smooth and well-documented transition to support for Synergy Matrix and Synergy.Net implementations
Provide serviceability input to Arthrex sales and implementation teams during pre-sales engagements; ensure that technical specifications are adhered to
Ensure timely and successful product upgrades
Responsible for assisting with DNS, subnets, DHCP, firewalls, switch configuration, and default gateways in development lab, and hospital sites
Provide Level 1 LAN, VLAN and networking support
Provide assistance with hardware testing validation and troubleshooting. This includes routers, network switches, encoders, decoders, and PCs
Review network utilization statistics to verify that Arthrex solutions are properly utilized and support SLAs are met or exceeded
Represent Technical Service as liaison with product managers & product development teams
Complete implementation of integration products at customer locations
Up to 80% travel required
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 three years of field service experience required, medical device experience 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.
Associated topics: calibrate, field service, machine maintenance, maintenance technician, malfunction, mechanical, millwright, repair, service technician, troubleshoot
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.