Job Description
About the position 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™. Responsibilities • Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility. • 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. • 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.
Requirements • High School Diploma or equivalent required, Associates Degree preferred. • 5 years of customer-facing responsibilities in Technical Service required. • Prior Supervisory Experience required. Nice-to-haves • 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. 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) Apply tot his job