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Field Service Engineer (CL707293)
Job SummaryIn this position you will be responsible for the onsite technical service through the Northern European region. You will perform quarterly maintenance, on site repair and support initial installation of the ROSA© once the purchase has taken place by the hospital. The Field Services Engineer plays a critical role in minimizing downtime, by providing direct and onsite technical support for our capital equipment. In addition to the technical support the Field Service Engineer provides on time precise documentation of all service orders to our manufacturing sites and Quality departmentPrincipal Duties and ResponsibilitiesProvide direct first line support and troubleshooting through various communication channels (email/phone/app)Perform on-call emergency repairs for ROSA© on site in the assigned territoryInvestigate product complaints to identify root cause analysis following established processesComplete administrative duties accurately and timely, including field service order documentation, field activity reports, return material authorizations reports in accordance with Zimmer Biomet processesManage quarterly scheduled preventive maintenance and upgrades for the regional install baseSupporting new installation of the ROSA© through EMEADevelop rapport with hospital staff, including surgeons, robotics coordinator, and biomedical departmentUnderstand and operate within standard and site-specific Operating Room protocol.Partner with sales representatives to help prioritize calls, coordinate work, manage escalations, and close the loop with all parties impacted by an adverse service eventManage costs (e.g. travel and expense, overtime, freight charges, etc.) to deliver a high level of service at reasonable cost to the company.Expected Areas of CompetenceExcellent communication, organizational and customer relation skillsFluent in EnglishAbility to:Evaluate multiple customer issues and set prioritiesManage processesWork independentlyEducation/Experience RequirementsB.S.or M.S. in Engineering or M.S/Ph.D in Neuro or Biological Science3-5 years experience of field support, engineering, or other customer facing function preferably with a medical device companyPrior experience with Robotics or capital medical equipment preferredExcellent communication, organizational and customer relation skillsAbility to work without specific direction on daily activitiesProject management skills would be helpfulTravel RequirementsUp to 80%