Supervisor Technical Support

About the Role
Arthrex, Inc., a global leader in medical device innovation, is seeking a Supervisor Technical Support to oversee daily operations of our Technical Assistance Center. This remote role focuses on ensuring world-class service delivery, mentoring and managing technical support representatives, and driving continuous process improvements to enhance customer satisfaction. Join a team dedicated to Helping Surgeons Treat Their Patients Better.

Key Responsibilities

Team Leadership & Management

• Plan, organize, and supervise daily operations of Technical Support Representatives (TSRs).

• Lead, train, develop, and review performance of TSR team members.

• Set individual goals aligned with Global Service & Repair KPIs; review regularly with staff.

• Address team concerns and foster a positive, collaborative environment.

• Deliver annual performance reviews and maintain accurate records.

• Partner with management on hiring decisions and staff development.

Customer & Operational Excellence

• Ensure timely resolution of troubleshooting, technical service issues, and product upgrades.

• Monitor team performance and provide reports to leadership.

• Collaborate with Sales, Product Surveillance, and Product Management to resolve escalated customer requests.

• Implement process improvements to enhance the customer experience and meet business needs.

• Schedule and manage training and development initiatives for team members.

Technical Expertise & Communication

• Maintain technical knowledge of Arthrex products and understand their clinical applications.

• Apply marketing concepts and basic medical terminology related to company products.

• Effectively communicate ideas, instructions, and issues verbally and in writing.

Work Schedule & Physical Requirements

• Flexible hours may be required to meet customer needs.

• Occasional lifting of up to 10 pounds; regular use of hands and arms, sitting, and talking.

• Reasonable accommodations provided for individuals with disabilities.

Education & Experience Requirements

• High School Diploma or equivalent required; Associate’s degree preferred.

• 5+ years of customer-facing technical service experience.

• Prior supervisory experience required.

Skills & Competencies

• Strong leadership and team management abilities.

• Excellent verbal and written communication skills.

• Technical knowledge of medical devices and clinical applications.

• Ability to drive process improvements and enhance operational efficiency.

Benefits

• Medical, Dental, and Vision Insurance

• Company-Provided and 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, PTO, and Volunteer PTO

• Employee Assistance Program (EAP)

Arthrex is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.

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