About Us
Össur is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. Significant ongoing investment in research and development has led to over 2,100 patents, award-winning designs, and successful clinical outcomes.
Össur is focused on improving people’s mobility through the delivery of Prosthetics and Bracing & Supports solutions. Helping people live a Life Without Limitations is why we exist as a company.
About the Role
The Bionic Service Specialist provides advanced technical and customer support for Össur’s Upper Limb and Lower Limb prosthetic product lines. This role ensures that clinicians, distributors, and patients receive an exceptional service experience through accurate order management, proactive communication, and expert knowledge of bionic product functionality. The Specialist supports the Customer Care and Field Sales teams by coordinating cross-functional solutions, managing service escalations, and serving as the central point of contact for bionic-related inquiries.
What You’ll Do
Job Knowledge & Complexity
Serves as the subject-matter expert for bionic and upper extremity prosthetic products.
Acts as the primary contact for troubleshooting, product configuration guidance, and order enhancement related to bionic and upper limb systems.
Provides exceptional service to both internal and external customers, anticipating needs and resolving complex issues efficiently.
Balances multiple stakeholder interests across departments such as R&D, Quality, Marketing, and Field Operations.
Leads or participates in cross-functional projects (e.g., product recalls, software updates, or service improvement initiatives).
Contributes to process improvement efforts, recommending ways to enhance customer satisfaction and operational efficiency.
Responsibilities
Order Management: Process, enhance, and monitor orders related to bionic, upper limb, and lower limb prosthetics via CRM, email, and phone according to internal procedures.
Customer Interaction: Maintain detailed customer records and ensure timely follow-up on all interactions, including complaints, returns, and technical inquiries.
Technical Support: Provide product-specific guidance, coordinate device service and loaner programs, and communicate repair timelines.
Issue Resolution: Enter feedback, complaints, and service requests in the CRM system; issue credit notes and resolve invoice discrepancies as required.
Sales Enablement: Support sales initiatives by following up on digital marketing campaigns, identifying upselling and cross-selling opportunities, and sharing customer insights with the field team.
Project Leadership: Represent the Customer Care department in cross-functional initiatives, such as IT or recall-related projects, ensuring alignment and timely execution.
Communication: Generate CRM-based reports and updates to Field Sales and internal teams regarding service trends, order accuracy, and customer satisfaction metrics.
Process Ownership: Manage the end-to-end “order-to-cash” process for assigned accounts, ensuring compliance with quality and operational standards.
Supervision
While the role does not include direct reports, the Bionic Service Specialist may lead small-scale initiatives or coordinate workflow among peers. The role involves setting daily operational priorities, monitoring progress, and ensuring adherence to established service procedures.
Who You Are
High school diploma or equivalent required.
Minimum of 5 years of relevant experience in prosthetics, orthotics, or medical device customer service.
Strong proficiency in Microsoft Office and CRM/ERP systems (e.g., Navision, Salesforce).
Familiarity with prosthetic device components, socket design principles, and myoelectric/bionic system functionality strongly preferred.
Why You’ll Feel Good Working Here
Join our team if you want to make a lasting impact; we will support you along the way.
We value a diverse working environment and a welcoming and fun company culture
We empower our colleagues and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care
Competitive Compensation Packages
Medical, Dental, and Vision Benefits
401(k) Retirement Plan with employer matching contribution
9 paid holidays
13 vacation days, birthday and two (2) volunteer day
8 sick days within your first year of employment
Paid Parental Bonding
The US base hourly range for this full-time position is $18.93 - $22.00 + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire hourly rates. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base pay only, and do not include bonus, equity, or benefits.
Össur is a leading global provider of prosthetics and bracing and supports solutions.
Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.
Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).
Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.
Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.