Associate II, Field Service Engineering

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. 

Our rapidly growing medical imaging, navigation and robotics (INR) division is searching for a field service engineer (FSE) located in Pennsylvania (PA) or surrounding states.  This position will provide on-site installation, preventive maintenance and troubleshooting to maintain the highest quality level for all parts, products and systems, while ensuring compliance with all company policies & procedures and maintaining compliance with US FDA and international medical device regulations and ISO 13485 quality system requirements.  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. The job requires the individual to be a self-starter and team player with the ability to work well without close supervision, can independently manage time/schedule and function well in a challenging and fast paced environment. Must be enthusiastic, positive, even tempered and have strong skills in areas of dependability, interpersonal relationships, flexibility and maturity.

Responsibilities

• Interfaces with internal and external customers in the coordination, planning, implementation, maintenance and service issues for Globus Medical product.
• Install Globus Medical product on-site at customer locations (hospitals) in accordance with an official installation procedure.
• Perform site acceptance testing of Globus Medical product to demonstrate operational performance consistent with product specifications and formal test procedures.
• Demonstrate system functionality to customer representatives and securing documented evidence of their concurrence of system functionality.
• Respond 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.
• Performs updates of existing products to resolve systemic product issues and ensure optimal system functionality.
• Performs upgrades of existing products to enhance system capabilities and provide additional features.
• Document and properly record all customer feedback, issues and complaints consistent with Globus procedures for any unmet customer expectations.
• Document the results of all customer visits including formal installation and system functionality test reports consistent with Globus Medical procedures.
• Participate in and help manage returned material authorization (RMA) processing.
• Other duties as assigned

Qualifications

Education:  Requires a bachelor’s degree (science or engineering preferred).

Experience:  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

Other Knowledge, Skills, Abilities or Certifications: Services experience (e.g., Clinical Services/Biomed, Radiology) and understand healthcare capital equipment.  GMP and ISO knowledge required.  Personal computer proficiency with MS Office is required.  Knowledge of quality and/or reliability engineering is a plus.   Must be able to make solid decisions that effectively support the business and company policies.  Ability to travel on short notice and provide service in assigned geography.  Physical Demands – Ability to lift up to 50lbs.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.