Robotics and Imaging Field Service Engineer

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.

Essential Functions:

Interfaces with internal and external customers in the coordination, planning, implementation, maintenance and service issues for Globus Medical product

Installs Globus Medical product 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 secures 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; upgrades existing products to enhance system capabilities and provides additional features

Documents and properly records 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 helps manage returned material authorization (RMA) processing

National and possible international travel in support of equipment is possible. As more equipment is deployed in the Northwest there will be less travel

Adheres to the letter and spirit of the company Code of Conduct, the Adva Med Code, Med Tech Code, and all other company policies.

Ensures 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

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

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 Strong knowledge of quality and/or reliability engineering is a plus Ability to travel on short notice and provide service…