The Technical Support Engineer (TSE) will be part of a global team that is mainly responsible for providing live remote technical assistance to Field Service Engineers (FSE). The TSE will work in collaboration with multiple stakeholders (manufacturing, R&D, suppliers, etc.) to identify root causes and address issues in the field. The TSE will monitor field issues, identify systemic issues, and provide feedback to R&D for continuous improvement.
The Technical Support team is part of the Service Engineering team which is responsible for transferring Rosa devices designs into processes and instructions that are being used by the FSE to install and maintain devices in the field and training the FSE when they are hired and when processes are updated.
Principal Duties & Responsibilities
- Acquire extensive technical knowledge of ROSA surgical devices.
- Provide technical field support to field service engineers (FSE) and perform interventions in the field.
- Liaise with R&D to obtain additional technical support when issues are more complex.
- Ensure field issues are addressed in a timely manner.
- Monitor field issues, identify trends & provide feedback to R&D.
- Document field issues to develop a database for support and troubleshooting.
- Write rework instructions to allow the FSE to perform complex interventions.
- Track field actions and upgrade deployments.
- Deploy servicing process improvements according to the quality and design control processes.
- Work with the service transfer and training teams to continuously improve the servicing processes.
- Support the service transfer team in testing and deploying new or updated servicing processes.
- Support the Quality and Complaint Handling teams as required during review or investigations of field issues.
Expected Areas of Competence
- Excellent technical abilities and personal interest in mechanical, electrical and computer sciences.
- Excellent troubleshooting skills and aptitudes.
- Responsible and accountable to drive tasks and issues to a conclusion.
- Able to work under pressure during live support, sometimes after normal work hours.
- Able to follow all internal communication and documentation policies (QA).
- Functional English level: spoken and written.
- Efficient and enthusiast team collaborator.
- Positive, solution-oriented attitude, even in the face of unknown and unexpected issues.
Your Background
- B.S. or M.S. in Engineering or relevant Science.
- Experience in field support or troubleshooting preferred.
- Prior experience with Robotics preferred.
- Prior experience with medical devices preferred.
- Valid passport a must.
Travel Expectations
- Up to 20%
- It is possible that the individual will need to travel on weekends and holidays
