Field Service Engineer

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Jr. Field Service Engineer

Field Service Engineer

Sr. Field Service Engineer

Staff Field Service Engineer

Position Summary:

SSII, an US based medical devices company engaged in developing and manufacturing class II & III Surgical Robots is seeking Field Service Engineering - Lead for its Gurgaon, India location. Join an organization with a passion for commercializing smart, effective and patient centric Robotics solutions. SS Innovations is seeking a dynamic Field Service Engineering leader to lead and manage a team of Field Service Engineers (FSEs). This individual will be responsible for all aspects of field service operations including installations, technical training, preventive maintenance, upgrades, and customer supportfor our advanced surgical robotic platforms. A strong electro-mechanical background and an in-depth understanding of hospital and operating room environments are essential.

Key Responsibilities:

1. Field Operations & Task Supervision

Oversee and ensure timely and high-quality execution of all field service activities including:

Installation and configuration of robotic surgical systems

Preventive maintenance scheduling and execution with 100% compliance

o On-site staff technical training

o Field upgrades and hardware/software modifications o Troubleshooting and breakdown service calls

o Conference and live surgery event support

• Supervise and support technical execution by the regional FSE team, ensuring adherence to safety, quality, and procedural standards.

2. Task Assignment and Daily Execution

• Conduct structured morning huddles with FSEs to review daily priorities and service tasks.

• Assign responsibilities based on engineering availability, skillset, and geographic efficiency.

• Monitor daily field activities and performance through service tools and dashboards.

3. Preventive Maintenance and Upgrades

• Develop and manage a comprehensive Preventive Maintenance (PM) calendar across the install base.

• Ensure 100% PM completion rate within defined timelines and service level agreements.

Plan and supervise execution of all software and hardware upgrades as per manufacturer bulletins and product updates.

4. Spare Parts & Inventory Management

• Forecast and maintain adequate regional spare part inventory for ongoing operations and emergencies.

• Track usage trends and coordinate with the central logistics team for timely replenishment.

• Ensure proper part handling, documentation, and return of unused/defective units.

5. Customer Relationship Management

• Conduct regular customer courtesy visits to ensure service satisfaction and build long-term trust.

• Serve as the first escalation point for technical and service-related issues.

• Maintain consistent and professional communication with biomedical engineers, OR coordinators, and clinical staff.

6. Training and Customer Competency

• Lead training sessions with hospital staff to develop technical confidence and conduct evaluations/re- evaluations to gauge staff technical abilities.

• Actively track account performance and issue resolution metrics. Resolve escalated issues independently, even in critical OT environments.

7. Team Leadership & Resource Planning

• Lead and mentor a team of Field Service Engineers with a focus on technical growth and customer excellence.

• Plan team rotations, field coverage, and training schedules to support workload distribution.

• Identify skill gaps and facilitate cross-training to build a resilient and agile team.

Required Skills:

• Advanced understanding and professional experience in root cause analysis, statistical methods, risk management, design of experiments, process validation, and lean manufacturing

• Knowledge in applicable Medical Device Quality Regulatory Requirements

• Demonstrates high level problem-solving, analytical and critical thinking skills including high discretion/judgment in decision making

• Professional communication and interpersonal relationship skills include developing and managing cross functional relationships management and ability to drive achievement of objectives

• Excellent interpersonal, leadership, and crisis management skills

• Familiarity with service reporting tools, ERP systems for inventory, and CRM for customer tracking

• Willingness to travel extensively across the North-East Region as required

• Ability to interact professionally with all organizational levels and proactively escalate issues to appropriate levels of management in the organization

Qualification:

• Bachelors degree in engineering Electronics, Mechatronics, Biomedical, or related field (Masters preferred)

• Minimum 10 years of experience in field service, with at least 2 years in a leadership role

• Strong electro-mechanical background with hands-on experience in complex medical systems (preferably surgical robotics or capital OR equipment)

• Deep understanding of hospital workflows, operating room dynamics, and surgical team needs