Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.
Benefits & Highlights:
- Great Place to Work® Certified - 2024
- Work Style : Onsite
- Location : 1 Jalan Kilang - Pacific Tech Centre
- Great Employee benefits
- Operations Manager, SEA
Main Objective:
The main purpose of this position is, under minimal supervision, to complete on-site installation, troubleshooting, maintenance and confirms warranty and service agreement data to ensure that all customer needs and inquiries are addressed, and problems are studied and resolved expeditiously, working in collaboration with other teams within Singapore and rest of South East Asia. The position helps to optimize processes and systems to manage the business and improve productivity and customer service levels and build strong client relationships and create client loyalty through well-managed experiences with customer support team members and processes.
Essential Duties and Responsibilities:
- Troubleshoot, repair, and document returned products
- Perform root cause analysis and provide repair estimates
- Communicate findings and collaborate with Arthrex Global
- Provide repair quotes and manage approvals
- Monitor repairs and ensure timely responses
- Verify warranty and service status
- Follow international shipping procedures
- Maintain records and handle defective parts
- Coordinate with logistics for parts management
- Travel to customer locations as needed
Education and Experience Summary
- Associate degree in technical fields or equivalent
- Over 5 years in field services, preferably in medical devices
- Interfacing with internal and external customers in a solution-based service process
- Diagnosing, troubleshooting, and responding to customer concerns
- SAP knowledge (preferred)
- Excellent analytical abilities
- Problem-solving and solution implementation
- Independent judgment in resolving non-routine service issues
- Strong written and oral English communication
- Team collaboration
- Time management and organizational skills
- Knowledge of electronics, optics, and electromechanical equipment troubleshooting (preferred)
- Good negotiation skills
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.