About Aspen
We love what we do! At Aspen Surgical we live our values of Customer Focus, Integrity, Accountability, Collaboration, and Innovative Spirit every day. This caring dedication creates and builds exceptional products that drive the industry standard making a real and lasting impact on people’s lives around the world. We strive to be the best, while providing the tools, resources, and support needed to set our team members up for success.

Summary
The Technical Support Representative provides technical and processing support of electrosurgical equipment to customers while managing the coordination of energy repair services between Aspen’s third-party repair vendors and customers. This role is responsible for maintaining strong relationships and overseeing daily operations with repair vendors to ensure seamless service and customer satisfaction.

In This Position, You Will Have the Opportunity To

• Serve as the primary point of contact for customers and third-party repair vendors, managing daily phone and email communications.
• Provide basic troubleshooting and technical support for electrosurgical equipment, escalating complex issues to the Senior Technical/Clinical Manager as needed.
• Accurately enter all repair orders into the ERP and complaint management systems.
• Generate and provide price quotes for non-warranty repairs, processing customer invoices and purchase orders accordingly.
• Collaborate with commercial teams to facilitate customer repair requests and ensure efficient service.
• Create and manage purchase orders within the ERP system to process payments for repair vendors.
• Regularly reconcile invoices from repair vendors to ensure accuracy and timely processing.
• Oversee recurring parts management reconciliation with repair vendors, processing orders for additional inventory as needed.
• Coordinate and distribute shipping labels to customers and vendors when required.
• Maintain and update the electrosurgical unit (ESU) repair process flow map to ensure consistency and accuracy.
• Conduct training sessions on the ESU repair process as requested.
• Assist with ad hoc tasks and special projects, as assigned, by the manager.

What You Need to Succeed in This Position

• High school diploma or GED required; additional technical training or certifications are a plus.
• 2–3 years of relevant experience in customer service, technical support, or operations, preferably in a medical device or healthcare-related industry.
• Strong communication and customer service skills, with the ability to interact effectively with customers and vendors.
• Ability to work independently and manage multiple tasks efficiently in a fast-paced environment.
• Technical experience preferred, with a strong understanding of operational process flows.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience with ERP systems is a plus; IFS experience preferred.
• Basic accounting knowledge to support invoicing and payment reconciliation.
• Ability to read and interpret technical documents, such as safety regulations, product drawings, operating procedures, and maintenance instructions.
• Ability to travel up to 20% for periodic training sessions and site visits.

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better.