Service Parts Coordinator I - Remote

Arthrex Inc. is hiring a Service Parts Coordinator (Remote) to maintain and confirm warranty and service agreement data to ensure customer satisfaction and reduced customer downtime. Hours for this position are Monday through Friday, 9am -6pm EST or 7am - 4pm PST. This position will also act as main contact to assure that customer needs are addressed, and problems are investigated and resolved. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

If hired for this position, you will be eligible for a $2,000.00 sign-on bonus (minus appropriate tax withholdings). You will be paid the $2,000.00 during your first pay period. 

Essential Duties and Responsibilities:

• Observes all blood borne pathogen and related safety procedures.
• Provides support with the creation or service order and deliveries for domestic customers.
• Provides support with the creation of credit orders to ensure customer’s accounts are accurate.
• Provide written repair quotes to customers and obtain repair approvals.
• Monitor vendor repairs, evaluations, and vendor quotes for appropriate actions and timely responses.
• Works directly with International Subsidiaries and Distributors to replenish inventory in a timely manner.
• Processes International orders with quality and efficiency from receipt to shipment of goods. Prepares shipping documents, customs documentation, problem solves order discrepancies, and ensures regulatory approval before shipping.
• Follows Global Trade standard operating procedures set for international government regulations/processes.
• Works with AP to resolve any billing reconciliation.
• Checks open order and backlog reports daily to ensure timely processing of customer orders.
• Follows business policy and guidelines when verifying device warranty, service agreement status, service billing and returned device status.
• Contacts Agency Reps to ensure complaint materials have been returned to the appropriate Arthrex facility.
• Liaises with other internal departments such as: Product Surveillance, Regulatory, Product Management to resolve the proper flow of information between the business and the customer.  Also, escalates potential concerns for investigation.
• Interfaces with multiple departments in the SAP testing environment to successfully implement new service processes and or launches.
• Provides support for ongoing Global Service and Repair projects.
• Support department with internal/external audits, NCR’s and or CAPA’s.
• Work with department to provide and analyze weekly KPI’s.
• Provides guidance to the Service Parts Coordinators in their day to day operations and any technical issues.
• Responsible for supporting new employee training.
• Works primarily unassisted or with minimal supervision and instruction while performing duties and special projects.
• Oversees department when needed.

Education and Experience:

• High school diploma or equivalent required. Bachelor’s degree preferred.
• 3 Years’ experience in the medical device industry preferred.
• 3 Years’ experience in the customer service field preferred.
• Experience working in an FDA regulated environment required.
• Experience working in a fast paced, multilayered work environment required.

Knowledge and Skills/Abilities:

• Intermediate SAP knowledge required. Intermediate knowledge of product lines applicable to GSR customer fulfillment.
• Knowledge of FDA and ISO regulations preferred.
• Microsoft Office knowledge required (Office, Word, Outlook).

• SAP, Creekside and Quest, Sales Force event management ability required.
• Ability to write and record data and information as required by procedures.

Reasoning Ability:

Ability to identify and define problems, collect data, analyze established facts, draw valid conclusions, and effectively communicate the information both verbally and in writing to a variety of audiences.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to both appropriately format and develop a clear logic trail to establish conclusions based on an understanding of factual evidence. Ability to critically think; using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to actively learn, understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities Requirements:

Ability to utilize judgment and make decisions considering the relative risks and benefits of potential actions to choose the most appropriate one. Ability to assess, plan, schedule and manage multiple long-term and short-term projects, tasks, responsibilities and/or priorities in a concurrent fashion with several parallel deliverables and execute deliverables to time-line commitments. Ability to be an effective team member and work well with others in a team environment on cross-functional and/or matrix teams. Ability to be flexible with changing priorities and comply with constantly changing procedures. Ability to build strong relationships both internally and externally. Ability to work in a fast-paced environment.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas and issues effectively to other team members and management.  Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. 

Arthrex 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
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.