Field Service Engineer

Field Services Engineer

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient's mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognized.

What You Can Expect

In this position you will be responsible for the onsite technical service. You will perform quarterly maintenance, on site repair and support initial installation of the ROSA© once the purchase has taken place by the hospital. The Field Services Engineer plays a critical role in minimizing downtime, by providing direct and onsite technical support for our capital equipment. In addition to the technical support the Field Service Engineer provides on time precise documentation of all service orders to our customers, manufacturing sites and Quality department.

How You'll Create Impact

Provide direct first line support and troubleshooting through various communication channels (email/phone/app) Perform on-call emergency repairs for ROSA© on site in the assigned territory and occasionally through EMEA Investigate product complaints to identify root cause analysis following established processes Complete administrative duties accurately and timely, including field service order documentation, field activity reports, return material authorizations reports in accordance with Zimmer Biomet processes Manage quarterly scheduled preventive maintenance, upgrades and installations for the regional install base Develop rapport with hospital staff, including surgeons, robotics coordinator, and biomedical department Understand and operate within standard and site-specific Operating Room protocol. Partner with sales representatives and clinical specialist to help prioritize calls, coordinate work, manage escalations, and close the loop with all parties impacted by an adverse service event Manage costs (e.g. travel and expense, overtime, freight charges, etc.) to deliver a high level of service at reasonable cost to the company.

• Provide direct first line support and troubleshooting through various communication channels (email/phone/app)
• Perform on-call emergency repairs for ROSA© on site in the assigned territory and occasionally through EMEA
• Investigate product complaints to identify root cause analysis following established processes
• Complete administrative duties accurately and timely, including field service order documentation, field activity reports, return material authorizations reports in accordance with Zimmer Biomet processes
• Manage quarterly scheduled preventive maintenance, upgrades and installations for the regional install base
• Develop rapport with hospital staff, including surgeons, robotics coordinator, and biomedical department
• Understand and operate within standard and site-specific Operating Room protocol.
• Partner with sales representatives and clinical specialist to help prioritize calls, coordinate work, manage escalations, and close the loop with all parties impacted by an adverse service event
• Manage costs (e.g. travel and expense, overtime, freight charges, etc.) to deliver a high level of service at reasonable cost to the company.

What Makes You Stand Out

2+ years of experience of field support, engineering, or other customer facing function preferably with a medical device company Prior experience with Robotics or capital medical equipment preferred Excellent communication, organizational and customer relation skills Ability to work without specific direction on daily activities Project management skills would be helpful

• 2+ years of experience of field support, engineering, or other customer facing function preferably with a medical device company
• Prior experience with Robotics or capital medical equipment preferred
• Excellent communication, organizational and customer relation skills
• Ability to work without specific direction on daily activities
• Project management skills would be helpful
• Technical diploma in electronics/mechatronics/computer science. A degree in biomedical engineering, electronics, or a similar field is preferred.

Travel Expectations

Up to 80%

EOE/M/F/Vet/Disability