Field Service Technician - Knoxville, TN

Overview

Alpha Orthopedic Systems was founded on the Arthrex principles of helping surgeons treat their patients better. We have dedicated our business to helping advance surgeons' training in minimally invasive orthopedics. Our team of professional representatives, along with our staff of experienced managers and education personnel, combine to offer over 200 years of surgical representative experience, knowledge, and resource for our customers.

Job Skills / Requirements

Main Objective:
As the Associate Field Service Technician you will interact with customers, company sales, and/or service representatives to handle a variety of pre-sales or post-sales service functions. ST will be responsible for the daily service and maintenance of Arthrex related endoscopy equipment. ST will provide front-line support in regard to troubleshooting of equipment and contact Synergy Support team to create trouble tickets where troubleshooting does not resolve issue. ST will be responsible for the processing of returns (RMA) and exchanges of Arthrex endoscopy equipment for the account through Product Surveillance and make certain that all Arthrex return/exchange requirements are met. ST will own process to completion by confirming the status of returned materials to ensure account's inventory is up to date. ST will upload most current database software version as needed upon release to ensure equipment has the latest functionality and enhancements. The ST position will require some travel to accounts throughout East TN to assist with troubleshooting, upgrades, installs, etc. This position can include sales opportunities and evolve into a sales representative role.

Essential Duties and Responsibilities:

• Review printed materials competently.
• Operate sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment, etc.).
• Effectively use oral and written communication skills.
• Analyze and resolve non-routine testing and/or equipment issues using independent judgment.
• Follow and explain detailed instruction troubleshooting and inspection procedures.
• Complete detailed documentation accurately.
• Logically diagnose issues and systematically solve problems.
• Arrive to cases at least an hour early and input patients' demographics.
• Provide instruction and assistance to customer's staff and surgeons on installations, setup, safe and effective use, proper care, and handling of the equipment.
• Manage equipment (e.g., secure, transport, inspect, package, and store) after use in patient cases.
• Coordinate repairs and the acquisition of Loaners for equipment as needed.
• Other assistance requested by participant in connection with the equipment.
• Represent Alpha Orthopedic Systems, LLC, an independent regional distributor authorized to service Arthrex Imaging & Resection products, by working with a sophisticated audience comprised of surgeons and healthcare professionals. Arthrex is a world-class leader in the orthopedic industry.
• Support compliance and the principles of responsibility by maintaining the privacy and confidentiality of information; protecting the assets of the organization; acting with ethics and integrity; reporting non-compliance; and adhering to applicable federal, state & local laws and regulations, accreditation & licenser requirements, and company policies & procedures.
• Participate in and attend trainings and trials outside of regular business hours, as required.
• Ability to lift up to 35 pounds on a regular basis.

Incidental Duties:
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 Degree Required

• Aptitude for highly technical medical information, anatomy, as it relates to surgical procedures and equipment

• Adaptable to fast paced environments

• Must be comfortable in surgery/operating room

• Experience as a technician in the industry is a plus.
  
  
• Must be comfortable in surgery/operating room environments.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• MS Office required.
• Strong public speaking and communication skills are required.
• Strong sense of urgency is important.

Machine, Tools, and/or Equipment Skills:

• Current Driver's license
• Access to your own transportation

Education Requirements (Any)

High School Degree Required

Additional Information / Benefits

Competitive Salary / Commissions
Travel, benefits, 401K

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Short Term Disability, Long Term Disability, 401K/403b Plan