Senior Service Engineer

Principal Duties & Responsibilities

• Pre-Site verifications to prepare site for remote connection and system installations.
• Assist in coordination of system delivery (e.g. confirming site readiness)
• Perform system installations, preventative maintenance, and troubleshooting and repair for installed ROSA systems following global guidelines.
• Installation all system updates & upgrades.
• Provide technical support to end users.
• Train customers on machine handling and sterilization.
• Perform maintenance inspections as required to ensure system meets performance specifications.
• Plan the servicing work in advance so that the existing installations & new installation sites could manage their surgery schedule.
• Prepare detailed reports on all the work that is done on each machine.
• Maintain accurate configurations of installed base.
• Manage new products and spare parts inventory in a centralized office location.
• Support tradeshow activity and provide back up support to adjacent FE’s.
• Administrative duties, which include but not limited to; Field activity reports, return material authorizations, expense reports etc….
• Act as a liaison for customers to Product management, Engineering and Sales.
• Provide feedback to improve processes and efficiencies.
• Develop excellent rapport with hospital staff.
• Willingness to travel globally when required.
  

This is not an exhaustive list of duties and may not necessarily comprise all of the "essential functions" for purposes of the ABP.

• Respect the contributions and perspectives of all Team Members
• Commit to the highest standards of patient safety, quality and integrity.
• Focus our resources in areas where we will make a difference.
• Ensure the company's return is equivalent to the value we provide our customers and patients.
• Give back to our communities and people in need.
  

Expected Areas of Competence (i.e. KSAs)

• Promote the highest levels of customer satisfaction through the timely response of customer inquiries, clear and effective communications, and professional appearances
• Follow all internal communication and documentation policies (QA)
• Complete annual trainings as needed
• Proficiency in the local language/English.
• Result Orientation
• Inter-personal and communication skills
  

Education/ Experience Requirements

• BE/B.Tech degree in Biomedical or Mechanical
  

• 7-8 years of field service experience with a medical device company
• Experience with Clinical Support in the Operating Room preferred
• Prior experience with Robotics and proven track record of troubleshooting medical software systems
• Good written & oral communications, organizational and customer relation skills
• Ability to work without specific direction on daily activities
• Ability to determine one’s own schedule based on business needs
• Ability to apply technical knowledge to solve varied and complex problems, potentially ones not previously encountered
• Professional installation and wiring of PC hardware in multiple configurations
• Inventory Management, Strong administrative and record keeping skills