Sports Medicine Technical Support Specialist

Overview

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE

Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At Life Net Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity. Together, we are united by a mission greater than ourselves, a purpose rooted in healing.

About This Job

Location:

Virginia Beach, VA (on-site)

Department:
Customer Experience

Schedule:

Monday – Friday, 7:00 a.m. – 3:45 p.m. (ET), on call responsibility, Essential Personnel, 30% travel

Clinical Status:
Non-clinical

The Sports Medicine Technical Support Specialist provides advanced technical support and customer service for Life Net Health’s Sports Medicine allograft portfolio. This role serves as a bridge to Product Management and Sales teams by sharing ordering trends, market insights, and supporting product launches. The position trains clinical stakeholders on graft selection and preparation, ensures accurate order fulfillment and communication, and contributes to product strategy and collateral development to improve adoption and satisfaction among customers and alliance partners.

Your work will have purpose every single day, contributing directly to life-changing outcomes.

• Clinical Technical Support & Training:
  Provide technical support on graft selection and clinical application. Deliver in-service training to physicians, nurses, hospital staff, alliance partners, recipients, and field sales personnel. Maintain current knowledge of tissue banking principles, procurement, processing, clinical application techniques, and OR allograft preparation. Collaborate with internal teams, key opinion leaders, and alliance partners to support product performance and quality improvements.
• Customer Service & Case Order Management:
  Measure incoming size-specific graft orders, communicate potential patient matches, and coordinate offers to physicians. Partner with P&L, Quality, Sales, and Marketing to meet surgeon, hospital, and patient product ordering requirements. Monitor tissue quarantine and backorder lists, manage fulfillment, and propose suitable alternative grafts when needed. Monitor product complaints and respond to technical product questions from clinicians and customers. Receive and accurately process all orders for allograft tissue, including returns and consignments.
  
  Liaise with Finance and Distribution to ensure proper invoices and documentation of customer concerns and complaints. Provide support to internal and external clients for account and order issues, including rotating on-call responsibilities for after-hours orders and service escalations.
• Relationship Management:
  Serve as a key liaison by handling customer orders and patient requirements, resolving issues, providing account support, and ensuring smooth order processing with Sales & Marketing, Finance, and Distribution. Develop and influence partner and customer relationships through education and support within the assigned territory.
• KPI & Continuous Improvement:
  Identify errors, implement solutions, and compile weekly, monthly, and ad hoc reports to improve accuracy, efficiency, service delivery, productivity, and overall customer experience.

Minimum Requirements:

• Bachelor's degree
• A valid state driver’s license
• Three (3) years of relevant experience supporting sales and/or patients within the medical device industry, Organ Procurement Organizations, a healthcare setting, or physician’s office.
• One (1) year of experience in SAP, or comparable ERP system including data entry.

Preferred Experience/Skills/Certifications

• CTBS: AATB Certification
• Three (3) years of direct field experience with biologics products, Tissue Banking, Medical Device industry, or working in operating rooms or with physicians.
• Two (2) years of experience in SAP, or comparable ERP system including data entry.
• Expert procedure experience and product attribute knowledge:
  Total understanding of how Life Net Health allografts function in patients and how they restore normal functions.

• Clinical…