Associate Service & Repair Engineer

Company description:

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education. We are a privately held company that strives to accomplish our corporate mission of Helping Surgeons Treat Their Patients Better™. We are committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Job description:

Benefits & Highlights:

• Competitive base salary + Corporate Bonus
• Health & Income Protection Provided + On Site Parking
• Excellent leadership, mentoring support with ongoing training & development
• Work with purpose at a privately-owned company innovating in specialised areas of healthcare and medical devices
• Location: Highbrook Business Park, East Tāmaki

This role will see you perform Service and Repair solutions across New Zealand to deliver optimal performance of Arthrex products and exceptional Customer Service to our customers. This role will suit a highly motivated individual ready to learn how to deliver customer-orientated technical service in their region.

About the Role

In this role you will be responsible for ensuring that all Arthrex products that require Service & Repair from our customer base (hospitals) is attended to in a timely fashion. You'll interact with our customers in hospitals as well as coordinate internally with our sales force to ensure issues are promptly addressed and resolved.

• Take ownership for the repair/replacement processing, troubleshooting and failure investigation of any Arthrex products requiring Service and Repair.

• Deliver service at hospitals, clinics and Arthrex locations - preventative maintenance, safety testing, troubleshooting, and repair returns processing.

• Support independently or with others planning of service schedules for preventative maintenance.
• Strong ability to handle administrative tasks, customer service focused interactions with external stakeholders.

• Team up with your local colleagues - triage service requests, book field visits, prepare repair quotes, obtain approvals and track progress to KPIs.

• Expect regular travel (typical range 20-40%, varies by demand/scheduling but expected to grow according to changes in service strategy)

About You

This position will suit somebody with ideally the below skillsets:

• 1-3 years of relevant professional experience desired, medical device service or AV installation/technical support experience preferred
• Practical exposure with tools/equipment; hands-on with device testing and basic software updates
• Experience in hospital/clinical environments (or similar high-pressure facilities) is highly regarded
• Customer service mindset - you can quickly understand hospital operating theatre priorities & commercial medical device company goals
• Strong communication, time management, and problem solving
• Familiarity with Electrical Safety Regulations NZ, IEC60601, 62353, AS/NZS 3551, ISO 13485 highly regarded
• Proficient in Microsoft 365; SAP/Salesforce experience is a bonus
• Electrical test & tag license desirable (not essential)
• Driver's license & own vehicle (reimbursement for use provided); willingness to travel
• Comfortable with the physical requirements technical service work, including handling of equipment and tools up to 20kg
• Curiosity about AI tools to improve service delivery (nice-to-have, not required)

About Arthrex

Arthrex is a global medical device company and leader in new product development and medical education in Orthopaedics. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year. We are a privately held company with a family business culture committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Arthrex Australia & New Zealand is proud to be Great Place to Work® Certified™ based on feedback from our dedicated and growing team. We are renowned in our industry for our positive culture, integrity, leadership, and inclusivity.

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