Field Service Manager EMEA - DePuy Synthes

Job Function:

Customer Management

Technical Field Service

Professional

Leeds, West Yorkshire, United Kingdom

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle;

spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

EU
- Requisition Number: R-087753

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

We are searching for the best talent for Field Service Manager
- Technical Capability and Service Training for De Puy Synthes  in Germany, Netherlands or United Kingdom.

The EMEA Field Service Manager will be responsible for installing and maintaining the regional capital equipment used for professional & internal education events and will travel to events to provide on-sight support. This role will act as a primary capital equipment technical expert for the region, providing proactive support to local market engineers and will help with trouble shooting technical queries and ensure escalations are performed, as required.

The role is expected to be certified as “train the trainer”, with the responsibilities of supporting the onboarding and training of future local market engineers.

The EMEA Field Service Manager is expected to partner closely with the regional marketing team and NPI teams to provide field feedback and technical insight, input into existing and future products/processes and help drive process improvements and the deployment of new capabilities for engineers in the region.

Under limited supervision and in accordance with all applicable laws/regulations and DePuy Synthes procedures and guidelines, the person employed in this position is expected to:

• Perform installations, maintenance/repair, and software upgrades of the regional fleet demo capital equipment.
• Provide support for installation and maintenance of commercial systems, as assigned.
• Provide onsite field engineer support for regional events. Organization of the logistics for shipment of capital equipment and consumables for events.
• Serves as the primary capital equipment technical expert for questions from country field engineers for EMEA Markets. Build a strong relationship with country field engineers.
• Provide proactive support to country field engineers and assist with troubleshooting and issue resolution.
• Prepare KPIs for EMEA field Work Orders and activities.
• Works closely with FSEs across the region to collate and share concerns, feature requests and bug reports back up to the global service team improving Customer Satisfaction.
• Manage schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced.
• Completes paperwork, documentation and administrative tasks per policy and procedures for all field activities performed. Coach country field engineers through documentation tasks related to field service.
• Ensure that defective capital components from the demo/loaner fleet are sent for repair in a timely manner and with the appropriate documentation
• Manage spare parts inventory for the demo fleet of capital systems. Ensure that replenishment is ordered, as needed.
• Manage…