Field Service Engineer

Globus Medical

1d•Onsite

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Position Summary: The Field Service Engineer will provide on-site installation, preventive maintenance, and troubleshooting to maintain the highest quality level for all parts, products and systems. This position will ensure compliance with all company policies & procedures and maintaining compliance with US FDA and international medical device regulations and ISO 13485 quality system requirements. The Field Service Engineer will also participate in and provide support for customer phone inquiries, technical questions, and the documentation of all customer reports complaints / problems to ensure that customers are satisfied, and their needs are fulfilled. Regional, National and International travel is possible.

Requirements

Bachelor’s Degree required; science or engineering degree preferred
Minimum of 5 years of experience as a Field Service Engineer in a technical customer service/field service role; experience in the medical device industry preferred
Experience with GMP and ISO standards as well as a strong understanding of healthcare capital equipment
Ability to get into and out of hospital settings and keep all vendor requirements up to date
Proficient in MS Office, especially MS Excel
Ability to travel on short notice and provide service in assigned geography
Self-starter; able to work independently and as a key contributor in small teams
Excellent oral, written, and graphical communication skills

Nice To Haves

Strong knowledge of quality and/or reliability engineering is a plus

Responsibilities

Interfaces with internal and external customers in the coordination, planning, implementation, maintenance and service issues for Globus Medical product
Installations of Globus Medical products on-site at customer locations (hospitals) in accordance with an official installation procedure
Performs site acceptance testing of Globus Medical product to demonstrate operational performance consistent with product specifications and formal test procedures
Demonstrates system functionality to customer representatives and securing documented evidence of their concurrence of system functionality
Responds to customer issues / complaints regarding Globus Medical product performance, by diagnosing reported problems, replacing (or repairing) product and demonstrating to customers that the reported problem has been resolved
Performs preventative maintenance of Globus Medical product on-site at existing customer’s facilities
Updates existing products to resolve systemic product issues and ensure optimal system functionality; upgrade existing products to enhance system capabilities and provide additional features
Documents and properly recording all customer feedback, issues and complaints consistent with Globus procedures for any unmet customer expectations
Documents the results of all customer visits including formal installation and system functionality test reports consistent with Globus Medical procedures
Participates in, and help manage returned material authorization (RMA) processing
Travel nationally, and possibly internationally, in support of equipment. As more equipment is deployed, there will be less travel
Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies. Ensure Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties of Globus
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.