Careers that Change Lives The Robotics Field Service Engineer (Sr Technical Service Specialist) is responsible for all aspects of equipment support performed at customer sites or before delivery, ensuring compliance with all company policies and standard operating procedures.
This includes pre-installation checks, system installation/commissioning, planned maintenance, troubleshooting, assessment, and breakdown repair.
The Robotics Field Service Engineer is the main contact point with local customers and the local commercial team for all Service & Repair related questions.
A Day in the LifeResponsibilities may include the following and other duties may be assigned:
Lead and execute installations and commissioning of new equipment.Perform preventive maintenance as per service manual checklist and conduct appropriate testing to confirm system functionality according to the manufacturer's specifications.Attend breakdown calls and perform repairs and troubleshooting independently.Support future product integrations by performing upgrades and/or configuration updates to existing and future Surgical Robotic products.Provide testing and validation support & data to the Global Service organization, as applicable.Assist in technical support for users of the Robotic system, including phone & remote support for users and technical staff.Drive the escalation process to resolve customer issues.Collaborate with other field service engineers to troubleshoot difficult service activities.Travel to sites to work as a member of the local team to provide efficient repair/installation support.Possess in-depth knowledge of all relevant products and guide other team members as well as in-house Biomedical Engineers.Perform technical activities requiring considerable judgment and may have ownership of minor projects.Independently propose solutions to problems for supervisor review.Manage own workload and ensure timely completion of tasks.Act as an escalation point for issues encountered in the field.Monitor own training certification status and highlight the need for re-certification.Coordinate test tools and spare parts availability, including broken part returns in the field.Communicate independently with biomedical engineers, the commercial organization, and customers.Lead by example in good documentation practices.Ensure all documentation/system entries are fully complete promptly.Obtain and provide technical information on matters of significant importance to the job area.Advise internal and external customers on service contract options.Provide guidance, coaching, and training to other employees within the job area.Assist the commercial team during product demonstrations and tender support.Connect easily with stakeholders and maintain a customer-focused approach.Provide in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota.Provide technical advice to customers, sales personnel, and healthcare professionals responding to product-related questions, issues, and problems.Provide sales personnel with technical data necessary for the demonstration of products.Act as a liaison between sales personnel and customers on technical issues.May make technical presentations at sales meetings and customer locations.Must Have: Minimum RequirementsBachelor's degree required.Minimum of 4 years of relevant experience, or an advanced degree with a minimum of 2 years of relevant experience.Good knowledge of troubleshooting methods/skills and capital equipment control.A respected team player with strong interpersonal skills.Excellent at managing stressful situations, including commercial/sales discussions.Available to travel (around 50% of the time) domestically and internationally & work outside of core office hours.Strong analytical and problem-solving skills that are balanced with speed and effectiveness.Effective verbal and written communication skills in English and Spanish.Nice to HaveVocational/Trade certificate with a minimum of 8 years of experience; Diploma/Associate Degree with a minimum of 5 years of experience; Bachelor Degree with a minimum of 3 years of experience.In-depth experience with medical devices for a minimum of 3 years.Requires complete and broad knowledge of operational systems, techniques, and practices typically gained through extensive experience and/or education.Effective presentation and negotiation skills.Proficiency in Microsoft Office.Your ProfileBiomedical Engineering background.Working knowledge of ISO13485 / GDPMD.Knowledgeable in ESD precautions and practices.Experience in healthcare/surgical settings, as systems are primarily used in the operating room.Experience with robotics.
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