Requisition ID 9574BR
Job Title Field Service Engineer
Group Orthopaedics
Division Reconstructive
Business Unit Commercial
Business Function Field Service and Support
Country United States
State/Province PA
City Philadelphia
Employment Category Full Time
Percent Travel Required Up to 70%
Shift 1st
About Stryker Stryker is one of the world’s leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
Job Description / Information The Senior Field Service Engineer (Senior FSE) will schedule and perform on-site installation, maintenance, upgrades and repair of complex medical equipment and systems. Responsible for maintaining customer satisfaction, providing both verbal and on-site customer support. Verify and approve the operational quality of MAKO Surgical Corp. systems and equipment.
Responsibilities include:
· Serve as company liaison with customer on administrative and technical matters.
· Proficient in the repair, maintenance, operation and clinical use of MAKO Surgical Corp. systems and instrumentation. Possess thorough knowledge of the surgical orthopedic industry.
· Possess excellent level of product knowledge while working under minimal supervision on complex projects.
· May assist less experienced peers on service calls and provide training where required.
· Wide latitude for independent judgment. Highly-skilled with extensive proficiency.
· Provide guidance to clients on operations of products and answers questions on function and usage.
· May perform pre-sales technical support duties, including assisting the sales team with customer demos.
· Convey customer feedback (Voice Of Customer (VOC)) to technical design and engineering staff.
· Exercise sound judgment and decision making within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
· Achieve and maintain a high level of performance whereby allowing MAKO Surgical Corp. to meet and exceed the company’s financial goals and performance metrics.
· Manage assigned territory as an individual profit center. Territory revenue is produced from Warranty Extension Agreements (WEAs) and Time and Material Service. Manage expenses to maintain a profit margin of at least 30%.
· Exercise selling skills and customer care ability necessary to achieve revenue and margin goals. This is accomplished through ensuring total customer satisfaction therefore facilitating renewals of existing WEAs.
· Promote the growth of MAKO Surgical Corp. by partnering with sales team members actively identifying potential sales leads. Communicate regularly with Account Executives regarding these leads and any customer satisfaction issues.
· Manage and control field inventory, tools, test equipment, technical documentation and other assigned equipment.
· Prepare and submit applicable field service documentation in a complete, accurate and timely manner as directed. This includes but is not limited to, field service reports, expense reports and service checklists.
· Schedule and perform required preventive maintenance visits.
· Assist in the development of new Field Service Engineers both technically and administratively by providing field training.
· Other duties may include, but are not limited to, instructing/training customers on operation and maintenance of equipment, software and hardware upgrades/updates, installation and maintenance of equipment at conventions, road shows, and seminars as required.
Minimum Qualifications Qualifications
Bachelor’s degree in engineering discipline with 10+ years as a field service engineer; or an equivalent combination of education and experience acceptable. Possess a very high degree of technical proficiency, excellent problem solving skills, and analytical ability. Strong knowledge of networking set ups and protocols. A+ and Net+ certification desired. · Good communication skills and the ability to deal effectively with customers are necessary.
· Ability to work on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
· Understanding of robotics, experience selling products and services, multiple project and time management skills, and a working knowledge of Windows operating systems and office applications required.
· 75% travel required; some international required.