[Job Summary]
The Field Service Engineer provides technical service and manages servicing tasks for ROSA® Surgical Devices. In addition, this position is a key player in complaint investigations, including troubleshooting with on-site Zimmer Biomet representatives in the operating room. The Field Engineer plays a critical role in ensuring the servicing of the ROSA Surgical Device throughout its lifecycle as well as leading key projects and actively engaging with marketing and sales events.
[Key responsibilities]
• Installation and Troubleshooting
— Perform system installations, preventative maintenance, troubleshooting, and repair for installed ROSA systems following established processes including software and hardware.
— Compute power and space requirements for installing ROSA systems and install units to required specifications.
— Explain or demonstrate correct operation or preventive maintenance of ROSA® Surgical Devices to personnel.
— Investigate equipment failures, assess technical problems, and provide solutions, while under high-pressure situations.
— Act as field-based subject matter expert to provide first line of support for field interventions.
— Keep records of installation, maintenance, repair, troubleshooting, and required updates of ROSA® Surgical Devices.
• Support Marketing and Sales
— Support ROSA PDM to promote the sale products.
— Provide on-site support for product demonstrations and educational initiatives to build local market awareness.
— Attend product trade shows, promotion events, and training.
— Collaborate with Trainers and provide feedback for improvements in the field.
— Prepare training material and support ROSA classroom training as needed.
• Maintain Customer Relationship
— Provide on-site technical service to the customer.
— Implement preventive maintenance of ROSA system
— Achieve high level of customer satisfaction through the timely response of customer inquiries, clear and effective communications, and professional appearance and attire.
— Act as a liaison between customers and Zimmer Biomet on quality and performance of products.
[Qualifications/Requirements:]
• Minimum Bachelor’s Degree in Engineering, Biomedical or any relevant degree/diploma
• Is able to listen carefully to customer complaints, identify root causes, and provide appropriate solutions.
• Is able to read and understand technical manuals to perform job requirement.
• Is able to work independently under high pressure environment.
• Is able to collaborate with various functions’ team members and work effectively as part of a team.
• Is passionate about robotics products and new technology in the medical device industry.
[Qualifications/Preferred:]
• One year of experience in equipment maintenance or product training in the medical device industry.
• Has knowledge of the Operating Room environment
• Is able to prepare materials for product demonstration and technical training.
[Travel Requirements:]
• Frequent travel in required, 50% up timing in the fields.
