Job Summary
Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Field Service Engineer (FSE) is responsible for providing highly visible onsite and remote technical support within their assigned regions for ROSA Surgical Devices. This role is responsible for handling, maintaining, installing and providing support for ROSA as well acting as a key player in complaint investigations, including troubleshooting with on-site Zimmer Biomet representatives in the operating room. The FSE plays a critical role in ensuring the servicing of the ROSA Surgical Device throughout its lifecycle.
Principal Duties & Responsibilities
- Perform ROSA system installations, along with troubleshooting and repair
- Schedule and conduct Preventative Maintenance (PM) and Corrective Maintenance (CM) at customer sites as required
- Assess technical problems and find a solution or determine how to elevate questions appropriately in high pressure situations
- Act as a liaison between Zimmer Biomet and customers on communications regarding quality and performance of products
- Demonstrate and utilize critical thinking in assessment of performance and risks associated with installed medical devices
- Respond to customer inquiries and maintain professional communication
- Provide product feedback and improvements to R&D
- Support product trade shows and lab trainings as needed
- Manage and maintain stock of inventory, company equipment, and documents that are necessary for servicing related activities
- Provide on-site support for product demonstrations and educational initiatives to build local and regional market awareness
- Manage and maintain stock of inventory, company equipment and documents that are necessary for servicing related activities
This is not an exhaustive list of duties or functions and may not necessarily comprise all of the essential functions for purposes of this job description. Other tasks and projects may be required as may arise from time to time.
Expected Areas of Competence
- Promote the highest levels of customer satisfaction through the timely response of customer inquiries, provide clear and effective communications, and maintain professional appearances
- Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner
- Follow all internal communication and documentation policies
- Independently work without specific direction on daily activities
- Proficiently determine one's own schedule based on business needs
- Apply technical knowledge to solve varied and complex problems, potentially ones not previously encountered
- Regularly collaborate with others in suggesting valuable solutions as an active contributor
- Must demonstrate mutual respect, ongoing communication, and a positive outlook with both internal team members and customers
Education/Experience Requirements
- Diploma or B.Sc, BEng. in Engineering or relevant Science
- 2-4 years of experience in field support, engineering, or other customer-facing function preferably with a medical device company
- Experience in working in high pressure time sensitive environment
Preferred
- Prior experience with robotics
- Project management skills
- Experience working in an operating room environment
- Valid driver's license and good driving record
