Technical Service Representative I at Arthrex California Technology, Inc. in Santa Barbara, California

Job Description:

We are seeking a self-motivated Technical Service Representative I who will be the point of contact for customers and sales representatives for the processing of Return Merchandise Authorizations (RMA) requests for our operating room integration systems worldwide.

Qualified candidates have a minimum of two years of experience in customer service/call center role and experience with ERP system data entry.  Must have a customer-focused mindset, good written/verbal communication skills, and a high school diploma or equivalent.  Experience with Salesforce and working in a regulated environment highly preferred. 

Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™

Individual will be given the option to work out of our location in Santa Barbara, CA or Naples, FL or Full-time Remote reporting into our Santa Barbara, CA location.

Main Objective: Act as initial point of contact for Arthrex Product Support requests from customers and sales representatives.  Provide an exceptional customer experience through the efficient intake, routing and resolution of RMA requests.

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.

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.