Senior Field-Based Customer Support Specialist II – Diagnostic Instruments Technical Support and Customer Excellence (Dallas-Fort Worth Area, TX)

About arenaflex

Welcome to arenaflex, a global healthcare leader dedicated to helping people live more fully at all stages of life. Our mission revolves around creating breakthrough science that improves people's health across the globe. With a diverse portfolio of life-changing technologies spanning the entire healthcare spectrum, we maintain leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries, making a meaningful impact on millions of lives every day.

At arenaflex, we are always looking towards the future, anticipating changes in medical science and technology to ensure we remain at the forefront of healthcare innovation. We believe that the future of healthcare depends on dedicated professionals who are passionate about making a difference. If you're ready to join a company that values excellence, innovation, and compassionate care, arenaflex is the place for you.

Why Join arenaflex?

Working at arenaflex means you can do work that matters, grow professionally, learn continuously, care for yourself and your family, be your true self, and live a full life. We pride ourselves on creating an environment where our employees can thrive both personally and professionally. When you join our team, you'll have access to exceptional benefits and opportunities that set us apart as an employer of choice.

Our commitment to our employees extends far beyond the workplace. We've been recognized as a great place to work in dozens of countries around the world and have been named one of the most admired companies globally by Fortune magazine. We are also recognized as one of the best big companies to work for, as well as a best place to work for diversity, working mothers, female executives, and scientists. When you choose arenaflex, you're choosing a company that values your unique contributions and supports your career aspirations.

Comprehensive Benefits Package

At arenaflex, we believe in taking care of our employees so they can focus on what they do best. Our benefits package includes:


Career Development: With an international company like arenaflex, you can grow the career you've always dreamed of. We offer extensive professional development opportunities, mentorship programs, and clear advancement pathways.
Health and Wellness: Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year, ensuring you and your family have access to quality healthcare.
Retirement Savings: We offer an excellent retirement savings plan with a high employer contribution to help you build financial security for the future.
Education Benefits: Take advantage of tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit – an affordable and convenient path to getting a bachelor's degree or advanced certification.
Work-Life Balance: We understand the importance of balancing professional responsibilities with personal life, and we offer flexible working arrangements to support your well-being.


The Opportunity

We are currently seeking a highly skilled and motivated Customer Support Specialist II to join our Diagnostics Division. This is a field-based remote position requiring candidates to currently reside in the Dallas-Fort Worth Area, Texas. The successful candidate will travel up to 25% within their designated territory to provide exceptional technical support to our customers.

This role offers an exciting opportunity to represent arenaflex Diagnostics Division to our valued customers. You'll be responsible for providing on-site support, troubleshooting complex instruments, and ensuring customer satisfaction through proactive account management. If you're passionate about healthcare technology and enjoy working directly with customers to solve complex technical challenges, this position is perfect for you.

What You'll Work On

As a Customer Support Specialist II at arenaflex, you will embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Your role will be critical in maintaining our reputation for excellence in customer service and technical support.

Technical Support and Customer Service


Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance for diagnostic instruments
Respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines
Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database
Understand and follow the Quality System through accurate and timely documentation of complaint resolution
Understand and practice regulatory and compliance procedures to ensure highest standards
Maintain a safe work environment following laboratory safety guidelines
Schedule and complete routine preventive maintenance, installations, and other updates provided by arenaflex
Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations
Delight our customers by providing support, including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting, following up, and closing calls as per arenaflex Diagnostics' quality system


Team Integration and Collaboration


Work effectively within a diverse and dynamic team environment
Support on-call rotation and be available for standby and after-hours responsibilities
Manage time, territory, and inventory effectively
Travel for the support of other territories and training opportunities
Provide on-site critical account support inside and outside of district boundaries
Work cross-functionally to achieve customer satisfaction through direct communication within local performance partnership teams (P2T)
Partner cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed efficiently and satisfactorily while exceeding customer needs


Leadership and Mentorship


Represent the arenaflex Diagnostic Division to its customers in a professional and Forthright manner
Provide direction and develop mentoring skills to mentor other Field Service Representatives (FSRs)
Responsible for IRL (Instrument Reactive Logistics) ownership to achieve organizational goals and customer satisfaction
Maintain ownership of customer issues until successful escalation or handoff takes place
Champion the utilization of remote support tools to proactively improve instrument uptime
Proactively improve expertise through continuous learning and certifications


Performance and Results


Successfully achieve established business metrics, including service sales, cost of service, and key performance indicators for assigned customers/accounts
Support field personnel and District business objectives and goals
Responsible for implementing and maintaining the effectiveness of the quality system
The position reports to a Service Manager and is accountable for achieving individual and supporting team goals


Required Qualifications


Education: Bachelor's degree or equivalent relevant experience required
Location: Must currently reside in the Dallas-Fort Worth Area, Texas
Travel: Ability to travel up to 25% within the designated territory
Technical Competency: Superior technical competency with the ability to troubleshoot complex diagnostic instruments
Communication: Strong written and verbal communication skills to effectively interact with customers and internal teams


Preferred Qualifications


Educational Background: Bachelor's/Engineering Degree in Biomedical, Electrical, Mechanical, or Medical Technology fields
Customer Experience: Practical experience in interfacing with customers in a technical support or service role
Problem-Solving Skills: Strong troubleshooting and problem-solving abilities with the capacity to succeed in team situations and excel independently
Technical Skills: Proficiency in computer applications including Word, Excel, PowerPoint, Internet, and Remote Computing (VPN, remote troubleshooting)
Interpersonal Skills: Strongly demonstrated interpersonal skills with the ability to build relationships and work effectively with diverse teams
Certification Readiness: Willingness to pursue continuous learning and obtain relevant certifications in diagnostic instrumentation


Skills and Competencies for Success

To thrive in this role, you'll need a unique combination of technical expertise, interpersonal skills, and business acumen. We value professionals who are:


Technically Inclined: You should have a natural aptitude for understanding complex diagnostic instruments and troubleshooting technical issues efficiently
Customer-Focused: A genuine passion for helping customers and creating positive experiences is essential
Adaptable: The ability to work flexible hours, handle unpredictable travel, and manage changing priorities is crucial
Self-Motivated: Excel independently while also being a collaborative team player
Detail-Oriented: Strong documentation skills and attention to quality system requirements
Communicative: Excellent verbal and written communication skills to effectively convey technical information to diverse audiences
Problem-Solvers: Analytical thinkers who can quickly identify issues and implement effective solutions
Ethical: Demonstrate forthright and ethical behavior in all customer interactions


Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop throughout their careers. As a Customer Support Specialist II, you'll have access to numerous opportunities for advancement and professional enrichment:


Advanced Training: Comprehensive instrument training across geographical regions, expanding your technical expertise
Career Pathways: Clear progression opportunities within the service organization, including senior technical roles, team leadership positions, and management opportunities
Continuous Learning: Access to ongoing education programs, certifications, and skill development initiatives
Cross-Functional Exposure: Opportunities to work with various departments including sales, marketing, and product development
International Experience: Potential for involvement in global projects and collaboration with colleagues worldwide


Work Environment and Culture

Our culture at arenaflex is built on a foundation of integrity, innovation, and inclusion. We believe that diverse perspectives drive creativity and better solutions for our customers. As part of our team, you'll experience:


Inclusive Environment: A workplace where diversity is celebrated and every voice matters
Collaborative Spirit: Team-oriented atmosphere where cross-functional collaboration is encouraged
Innovation Focus: Support for new ideas and continuous improvement initiatives
Work-Life Integration: Flexible working arrangements that accommodate your lifestyle needs
Safety Commitment: A strong emphasis on workplace safety and compliance with all regulatory requirements


Compensation and Rewards

We recognize that our employees are our most valuable asset, and we strive to offer competitive compensation that reflects your skills and contributions. The base pay for this position ranges from $26.35 - $52.65 per hour, depending on experience, qualifications, and location. In specific locations, the pay range may vary from the range posted.

Additionally, you'll enjoy our comprehensive benefits package that includes health and wellness benefits, retirement savings with employer contributions, tuition reimbursement, and various employee assistance programs designed to support your overall well-being.

Join Our Team

Follow your career aspirations to arenaflex for diverse opportunities with a company that can help you build your future and live your best life. We are looking for dedicated professionals who are ready to make a meaningful impact in healthcare while growing their careers with an industry leader.

arenaflex is an Equal Opportunity Employer, committed to employee diversity. We welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.

If you're ready to take the next step in your career and join a company that values excellence, innovation, and compassionate care, we encourage you to apply today. Together, we can continue to advance healthcare and improve lives around the world.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives.

Apply now to join the arenaflex team and start your journey with a company that's transforming healthcare worldwide!