(Senior) Robotics Field Service Engineer

**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, and to ensure that it is completed in compliance with all company policies and standard operating procedures. This will include, pre-installation checks, system installation/commissioning, planned maintenance, troubleshooting, assessment and breakdown repair.

The Robotics Field Service Engineer is the main contact point with the local customers and the local commercial team for all Service & Repair related questions.

**A Day in the Life**

Responsibilities 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. Perform 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 Robotic system. This will include 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.
- Has in-depth knowledge of all relevant products and can guide other members of the team as well as in-house Biomedical Engineers.
- Performs technical activities requiring considerable judgment and may have ownership of minor projects
- Expected to independently propose solutions to problems for supervisor review
- Manages own workload and ensures timely completion of tasks
- Acts as an escalation point for issues encountered in the field
- Monitors own training certification status and highlights the need for re-certification
- Coordinate test tools and spare parts availability, including broken part returns in the field
- Communicates independently with biomedical engineers, commercial organization, and customers
- Lead by example in good documentation practice
- Responsible to ensure all documentation/system entries are fully complete promptly
- Obtains and provides technical information on matters of significant importance to the job area
- Able to advise internal and external customers on service contract options
- Responsible for providing guidance, coaching and training to other employees within the job area
- Assist the commercial team during product demonstrations and tender support
- Connects easily with the stakeholders and is customer focused
- Provides in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota
- Provides technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems.
- Provides sales personnel with technical data necessary for the demonstration of products.
- Acts as a liaison between sales personnel and customers on technical issues.
- May make technical presentations at sales meetings and customer locations.

**Must Have: Minimum Requirements**:

- Bachelor's degree required - Minimum of 4 years of relevant experience, or advanced degree with a minimun of 2 years relevant experience. Good knowledge of troubleshooting methods/skills and capital equipment control.
- A very respected Team player with strong interpersonal skills
- Excellent at managing in 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 English communication skills.
- Effective verbal and written Spanish communication skills.

**Nice to Have**
- Vocational/ Trade certificate with minimum 8 years of experience; Diploma/ Associate Degree with minimum 5 years of experience; Bachelor Degree with minimum 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 Profile**
- Biomedical Engineering background
- Working knowledge of ISO13485 / GDPMD
- Knowledgeable in ESD precautions and practice
- Systems are primarily used in the operating room, so healthcare / surgical setting experience.
- Experience with robotic