Field Support and Service Engineer

**Location**:Barcelona area

**Scope**:Iberia (Spain and Portugal)

**Model**: Field based

**Background**

To prepare Smith+Nephew for its next stage of growth, a Global Service Organization is being formed to focus on our service business. This is aligned to our ambitions for growing the Company and to be positioned as an industry leader.

The Global Service Organization aims to strengthen our financial and performance metrics by creating a homogenous service process and global standard for all franchises. It will also invest in Field and Remote support teams, build an extensive portfolio of value-added services across the globe and establish a holistic end-to-end approach under a global leader.

**Role description**

This role will report into the Regional Service Director EMEA until a Field Service / Tech Support Manager EMEA is recruited.

The scope of this Remote Support / Field Service Engineer role will be:

- Member of the EMEA Technical Service team
- Work across all Franchises to support customers and distributors via phone and eMail on all 1st / 2nd level complaints
- Installing and decommissioning of S+N hardware on site
- Troubleshooting and basic Preventive Maintenance on site
- Basic Technical Trainings to End-Users at customer site
- Promoting S+N service contracts and added values and selling S+N accessories

**Core responsibilities
- Supporting End-Users (Italy) and international Distributors via phone and eMail on all technical questions and complaints (1st and 2nd Level support)
- Installing and Decommissioning of S+N hardware at customer site
- Scheduling and performing on site PM’s according to S+N SOPs and guidelines
- Preparing instruments for transportation
- Support customers and distributors solving their product issues throughout the entire repair process
- Troubleshooting on site at customers
- Perform basic technical trainings for hospital owned biomedical engineers
- Promoting S+N enhanced service offering and support the sales team selling service contracts or other added values
- Participation in S+N trainings and conference calls. Acquisition and maintaining current knowledge of technical issues distributed by eMail, SOPs, etc.
- Recording of maintenance, complaints and service visits in the form of a field report and/or through ServiceMax
- Assisting Sales and Marketing staff with any instrument pre-qualifications or technical matter
- Providing cover for other European Remote / Field Service Engineers as required

**Education and experience requirements:
- Technical Education (Ideally Biomedical Engineering or similar Education)
- Experience ideally in the Medical Devices Industry (intership experience can be enough)
- Demonstrated ability to utilize data for effective decision making
- Fluent Spanish, English (spoken and written). Any other European Language is a plus
- Experienced working in a Matrix Organization

**Skills
- Strong communication and consensus-building skills
- Oriented to detail and technical mindset
- Start up mindset (open to build and create process)
- Team player

**Additional requirements:
- Requires travel up to 4 days per week
- Valid Driver License

**Applications**:
If you share our passion for pioneering innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you.

We continue to actively build an environment where every individual can fulfil their potential and be proud ambassadors for Smith & Nephew, our customers and their patients.

En cumplimiento del Real Decreto Ley 6/2019 de 1 Marzo, de medidas urgentes para garantía de la igualdad de trato y de oportunidades entre hombres y mujeres en el empleo y la ocupación, la pregunta sobre sobre el género se incluye para reportar datos a tal fin.