Customer Service Technical Specialist – Medical Device & Clinical Support (Bilingual Spanish/English) – Hybrid Role at arenaflex

About arenaflex – Innovating Healthcare Through Service Excellence

At arenaflex, we are dedicated to transforming the medical and clinical landscape by delivering cutting‑edge products that improve patient outcomes and streamline provider workflows. Our commitment goes beyond technology; we foster a culture where every employee is empowered to make a tangible difference for the people we serve. As a leader in the health‑tech arena, arenaflex blends rigorous scientific research with compassionate customer care, ensuring that our solutions not only meet regulatory standards but also exceed the expectations of clinicians, patients, and partners worldwide.

Why This Role Matters

The Customer Service Technical Specialist is the frontline guardian of arenaflex’s reputation for reliability and responsiveness. In a fast‑growing market where medical devices are increasingly sophisticated, our customers rely on knowledgeable, empathetic professionals to troubleshoot issues, capture valuable feedback, and translate technical challenges into actionable insights. This position directly influences product improvement cycles, regulatory compliance, and the overall safety of the healthcare ecosystem.

Role Overview

As a member of the Technical Services Team, you will serve as the primary point of contact for inbound calls, emails, and group‑mailbox inquiries related to arenaflex’s product portfolio. You will diagnose, troubleshoot, and resolve technical complaints, document each interaction with precision, and collaborate with cross‑functional teams—including engineering, quality, and marketing—to ensure that every customer experience is handled with professionalism, speed, and empathy. The role offers a hybrid work schedule after a comprehensive onboarding period, allowing you to balance on‑site collaboration with remote productivity.

Key Responsibilities

• Customer Interaction: Receive and manage inbound calls and emails, providing courteous, solution‑focused assistance to clinicians, biomedical technicians, and other field personnel.
• Technical Troubleshooting: Conduct first‑level analysis of product issues across the designated medical device range, asking targeted questions to isolate root causes and guide customers toward resolution.
• Documentation & Compliance: Accurately record all complaints, inquiries, and resolutions in arenaflex’s Quality Management System, adhering to FDA 21 CFR Part 820 and ISO 13485 documentation standards.
• Data Insight Generation: Aggregate and analyze complaint trends, feeding actionable data back to product development and marketing teams to drive customer‑centric design enhancements.
• Mailbox Management: Prioritize and monitor shared technical service mailboxes, ensuring that no inquiry is overlooked and that service level agreements (SLAs) are consistently met.
• Collaboration: Partner with engineering, regulatory affairs, and training departments to escalate complex issues, verify corrective actions, and close the loop with customers.
• Continuous Improvement: Identify opportunities to refine support processes, contribute to knowledge‑base articles, and assist in the creation of training materials for both internal staff and external users.
• Hybrid Work Transition: After successful completion of the initial training phase, shift to a hybrid schedule that balances on‑site presence with remote work, maintaining high performance and team connectivity.

Essential Qualifications

• Minimum 2–3 years of experience in a medical or clinical environment, or in a technical support role within a regulated industry.
• Demonstrated ability to deliver exceptional customer service while handling high‑risk, high‑volume accounts.
• Proficiency in technical writing, with a clear understanding of how to document complaints in compliance‑driven settings.
• Strong computer literacy: advanced skills in Microsoft Word, PowerPoint, Excel, and Outlook.
• Excellent verbal and written communication abilities, with a talent for translating complex technical concepts into layperson language.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast‑paced environment.

Preferred Qualifications & Additional Assets

• Bilingual fluency in Spanish and English – enables you to support a broader customer base and enhances cultural competence.
• Associate’s degree (or higher) in a health‑related field, biomedical engineering, or a comparable discipline.
• Prior experience with regulated documentation systems (e.g., MasterControl, Veeva Vault).
• Familiarity with medical device terminology, clinical workflows, and hospital procurement processes.
• Certification in Customer Service Excellence (e.g., HDI, ITIL) or Quality Management (e.g., CQE) is a plus.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose logical solutions.
• Empathy & Active Listening: Demonstrates genuine concern for customer challenges, fostering trust and long‑term relationships.
• Attention to Detail: Meticulous record‑keeping ensures compliance and supports accurate trend analysis.
• Collaboration: Works seamlessly with multidisciplinary teams, sharing insights that drive product and process improvements.
• Adaptability: Thrives in a dynamic environment where priorities shift based on emerging issues and regulatory updates.
• Time Management: Balances multiple inquiries while meeting SLA commitments and maintaining high service quality.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Service Technical Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of arenaflex’s product suite.
• Continuous education resources, including webinars on regulatory changes, advanced troubleshooting techniques, and emerging medical technologies.
• Opportunities to transition into senior technical support, quality assurance, or product management roles as you demonstrate expertise and leadership.
• Cross‑departmental projects that expose you to the full product lifecycle—from design and development to post‑market surveillance.

Work Environment & Culture at arenaflex

Our workplace is built on collaboration, respect, and a shared passion for improving health outcomes. Key cultural pillars include:

• Patient‑First Mindset: Every decision is guided by the impact on patient safety and clinician efficiency.
• Innovation with Integrity: We encourage creative problem‑solving while adhering to the highest ethical standards.
• Diversity & Inclusion: A multilingual, multicultural team enriches our perspectives and drives better service.
• Flexibility: After the initial training period, you can enjoy a hybrid schedule that balances on‑site collaboration with remote work.
• Recognition & Rewards: Outstanding performance is celebrated through awards, bonuses, and public acknowledgment.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $25.00 to $28.00, commensurate with experience and expertise. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off, holidays, and sick leave to support work‑life balance.
• Professional development stipend for certifications, conferences, and continuing education.
• Employee assistance program (EAP) and wellness initiatives.
• Technology allowance for home office setup, ensuring a productive remote work environment.

How to Apply

If you are ready to bring your technical expertise, bilingual communication skills, and passion for customer advocacy to a forward‑thinking organization, we invite you to join arenaflex’s Technical Services Team. Click the link below to submit your application and start a rewarding career that makes a difference every day.

Apply to this role at arenaflex