Senior Service Operations & Technical Support Representative

The Senior Service Operations & Technical Support Representative is responsible for coordinating and supporting the service, repair, technical customer support, and capital equipment lifecycle for Acclarent TruDi and Bien-Air ENT surgical equipment. This position serves as a key operational link between customers, Field Service, Sales Operations, Equipment & Logistics, third-party logistics partners, and external vendors.

The role manages customer and field service requests from initial intake and triage through dispatch, equipment or parts fulfillment, repair coordination, invoicing, and closure. The position also supports the administration of capital equipment Evaluation, Rental, Placement, Rent-to-Own, and related programs, including equipment tracking, serial-number reconciliation, billing, inventory management, and equipment returns.

The Senior Service Operations & Technical Support Analyst is expected to proactively identify and resolve operational issues, maintain accurate system and equipment records, ensure compliance with applicable policies and procedures, and continuously improve processes that enhance service execution, customer satisfaction, and overall operational effectiveness.

• Ability to successfully cross-collaborate and partner with internal teams such as Marketing, Sales, Contracts, and Service & Repair.
• Capable of efficiently managing the Capital program and tracking of the Capital program sales with limited supervision. This includes but not limited to, coordinating requests for Evaluation, Rental, and Placement for capital equipment (TruDi and Bien Air).
• Track all installation and removals for capital equipment (TruDi and Bien Air) in order to adhere to current Integra policies. Stay up to date with data maintenance for tracking purposes.
• Deliver customer and field support to Acclarent on current program offerings.
• Responsible for the reconciliation of serial numbers of Capital equipment installations in partnership with the Service and Repair team.
• Monitor compliance of the return of equipment for clinical Evaluation, Placement, and Rental programs.
• Partner with Accounts Receivable in running reports out of the Oracle database for Virtual Warehouse inventory on ‘Rent-to-Own’ and ‘Rental with the Option to Own’ Capital equipment transactions.
• Annually work on obtaining forecast from Supply Chain’s Planning team and collaborating with Marketing to identify Capital equipment replenishment into the Capital Pool.
• Adhere to SOPs that ensure compliance with current Integra policies and Sunshine Laws as it relates to specific Sales Operations functions.
• Generate reports using various reporting and analytical tools (i.e. Excel, Oracle, Salesforce, Power BI etc.).
• Maintain data files in accordance with best practices.
• Perform other related duties as assigned., Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.

The requirements listed below are representative of the knowledge, skill, and/or ability required for this position.

• 2+ years degree.
• Experience with Oracle and SaleForce is preferred
• 3-5 years customer service experience preferably in medical device and/or pharmaceuticals companies
• Experience with compliance-based solutions
• Strong communication skills (written and oral)
• Strong analytical skills utilizing Windows based PC programs such as: Microsoft Suite, ERP (Enterprise
• Resource Program), CRM system (Customer Relationship Management), Excel, Power BI, Access,
• Outlook, Power Point, etc.
• Customer Oriented
• Proven leadership
• Self-starter who is able to handle a significant number of projects at the same time
• Enjoys a fast-paced work environment and has proficient multi-tasking capabilities

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