Field Service Engineer

Want to join a motivated global team of 100+ people who are dedicated to improving patient care through surgical robotics? Interested in working in the fast-paced, medical device industry in a new and exciting field of robotic micro-surgery? 

Core Responsibilities:
The US Field Service Engineer is responsible for providing remote and on-site engineering support, servicing, and instillation of MMI’s Symani System.
 

• Comply with Company procedures, according to local safety legislation and good manufacturing practices in order to maximize attention on patient safety and product quality;
• Support issue troubleshooting and resolution on field and/or remotely to maximize device uptime, ensure company goals achievement and continuous improvement of Customer satisfaction;
• Execute corrective/preventive maintenance activities and system upgrades in compliance with approved procedures and work instructions;
• Collaborate with numerous MMI team members and with Customers during asset placement to ensure that installation site is meeting delivery and installation requirements of devices;
• Provide system installation at Customer site, including shipment and delivery coordination, packaging return, functional checks and documentation closure for device acceptance;
• Perform installation, system settings and technical support during events and demos;
• Ensure that all technical support requests are accurately documented according to MMI Quality procedures;
• Communicate technical issues to R&D engineers when needed and coordinates resolution;
• Keep maintenance documentation updated in a timely and accurate manner in order to ensure continuous tracking of devices, including configuration and spare parts;
• Manage assigned spare parts and tooling inventory to guarantee all parts and tools are properly tracked, calibrated and compatible with devices on field;
• Provide user trainings on new features and improved functionalities after system upgrades;.
• Educate users on basic troubleshooting, simple issues resolution and proper maintenance practices to minimize on site interventions and improve system reliability;
• Work closely with Operations Management and other Company Departments to support new products launch;
• Collaborate with other Company Departments to identify and evaluate new business opportunities, warranty conversions and contract renewals;
• Work with R&D Team to develop, validate and release procedures for field repairs;
• Collaborate with R&D Team to develop, validate and release new tool kits, including processes to track and maintain tool calibrations;
• Maintain training status according to Company requirements, medical device regulation, and customer needs;
• Comply with safety standards and sterility protocols at each site.

Qualifications:
 

• Technical High School Diploma required. B.S. in engineering, or an alternative bachelor’s degree program is a plus;
• 7-10 years’ experience in a similar role (med-tech or healthcare industry preferred)
• Team work mindset, experience in multifunctional and multicultural context;
• Ability to evaluate product quality and performances according to specifications;
• Experience in working with complex quality systems;
• Native English speaking;
• Additional language would be considered a plus;
• Experience in usage of calibrated maintenance and testing tools;
• Good knowledge of most common IT Products/platforms to support documentation update and customer communication;
• Ability to be autonomous in managing priorities and schedule according to customer requests and business needs;
• Ability to stand for several hours in OR during human cases with patients on table;
• Ability to move and/or lift weights up to 44 lbs;
• Availability to travel in US 80% of total working time;
• Availability to occasionally visit other MMI Facilities outside US;
• Flexibility to travel with short notice to support urgent requests;
• Valid driving license.