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 Senior 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 AdvaMed Code, MedTech 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 7 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 in assigned geography
- Self-starter; able to work independently and as a key contributor in small teams
- Excellent oral, written, and graphical communication skills
Physical Demands:
The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Required to sit; climb or balance; and stoop, kneel, crouch or crawl
- Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
- Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus
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.
