Key skills
Communication
About this role
Role Overview
- Travel to sites to work as a member of the local team to provide efficient repair / installation support to all accounts within assigned area.
- Installs, operates, maintains, repairs, and modifies equipment on designated equipment.
- Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations.
- Analyzes and evaluates products and related performance.
- Troubleshoots and diagnoses malfunctions to eliminate problems in minimal time.
- Support future product integrations by performing upgrades and or configuration updates to existing and future imaging/navigation equipment.
- Lead and participate in product technical repair and clinical use training with domestic, international and 3rd party staff members.
- Provide testing and validation support to the manufacturer’s organization, as applicable.
- Keeping accurate records of discussions or correspondence with customers including all assigned complaints, follow-up actions, root cause analysis and final resolution within the complaint tracking system.
Requirements
- High School Diploma or equivalent required
- 4 years technician, clinical field service or clinical customer support experience.
- Bachelor’s degree in Bioengineering, engineering or technology field. (Nice to Have)
- Previous experience as Technician/Field Services within medical device industry. (Nice to Have)
- Experience with orthopedic anatomy, surgical protocol and medical terminology. (Nice to Have)
- Ability to troubleshoot with technical skills, creativity and high discipline. (Nice to Have)
- Familiarity with most commonly used test equipment (i.e.: dosimeter, power supplies, DVM's, signal generators, flow meters, etc.) (Nice to Have)
- Ability to read and understand schematics and engineering drawings. (Nice to Have)
- Familiar with the FDA 21 CFR, CGMP for Medical devices. (Nice to Have)
- Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner. (Nice to Have)
- Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements. (Nice to Have)
Benefits
- Health, Dental and vision insurance
- Health Savings Account
- Healthcare Flexible Spending Account
- Life insurance
- Long-term disability leave
- Dependent daycare spending account
- Tuition assistance/reimbursement
- Simple Steps (global well-being program)
- Incentive plans
- 401(k) plan plus employer contribution and match
- Short-term disability
- Paid time off
- Paid holidays
- Employee Stock Purchase Plan
- Employee Assistance Program
- Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)