Field Service Engineer - Belgium

le contenu du travail

Corin is seeking a Field Service Engineer who will be responsible for ensuring Corin offers “best-in-class” onsite installation, maintenance & repair support to both our external customers and internal business partners. The Field Service Engineer (FSE) supports Corin’s robotics platform (OmniBotics), a state-of-the-art system used for optimal results in joint implant surgeries across Europe. This is a field based role with extensive travel (70-90%) across Germany, France, Belgium and Italy predominately.

Do you have a engineering degree with proven independent field service engineering experience in robotics or repairing highly complex systems. Do you like to find every opportunity to go above and beyond with your customer expectations? Are you fluent in English as well as two other European languages ideally German, Dutch or French?Then this Field Service Engineering role at Corin could be perfect for you.

Corin is a medical device business with innovative robotically assisted platforms for joint replacement surgery. Corin offers a unique combination of clinically proven hip & knee solutions and world leading technologies, our OMNIBotics & OPS systems utilize intelligent instrumentation to give surgeons the ability to perform patient-specific procedures with high accuracy, with more consistent results and improved recovery rates.

The FSE will independently schedule and perform support on highly complex medical equipment and software systems. A key component is travelling to customer locations to provide onsite services for robotic equipment. The FSE is responsible for maintaining customer satisfaction and providing both verbal and on-site customer support as well as verifying/approving the operational quality of all serviced and repaired equipment. As a trusted advisor, the FSE will interact with, educate, and building relationships with Corin customers (i.e. nurses, surgeons) to find solutions that help make people’s lives better.

The key responsibilities for the Field Service Engineer are to;

• Demonstrate proficiency in the diagnosis, installation, preventative maintenance, service, repair, testing, and operation of Corin’s robotic systems (hardware/software) and instruments.
• Provide technical support to Corin customers onsite; schedule and perform preventive maintenance, reactive repairs, spare part recommendation and engineering updates to Corin’s installed systems.
• Manage assigned territory as an individual profit centre.
• Independently manage work calendar and travel schedule to ensure customer satisfaction and business commitments are met within assigned territory.
• Exercise sound judgment and decision making within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
• Manage and control assigned field inventory, tools, test equipment, tech. documents & other equipment.
• Ensure all tools and equipment are regularly calibrated, maintained, and validated, in accordance with work instructions and Corin quality standards.
• Achieve and maintain high performance levels whereby allowing Corin to meet and exceed the company’s financial goals and performance metrics
• Provide positive interaction with customers during performance of installations, warranty and service repairs, upgrades, field actions, preventive maintenance visits, and equipment trials to turn every encounter into a relationship-building experience.
• Ensure total customer satisfaction resulting in purchase or renewal of existing service agreements.
• Serve as company liaison with customer on administrative and technical matters.
• Promote Corin’s growth by partnering with sales and robotic account executive team members by actively identifying potential sales leads.
• Communicate regularly with sales and robotic account executives regarding these leads and any customer satisfaction issues.
• Partner with clinical services and product management with regards to customer satisfaction and VOC product improvements.
• Deliver an exceptional customer experience and increase brand awareness through the development of strong, communicative relationships with customers and internal stakeholders and solve problems.
• Assist in training and onboarding new field service personnel and field service engineers in core skill areas and interactions with supervisors, factory service, technical product support & customer service with respect to problem resolution & process improvement.
• File/report all internal and external customer complaints (on-site, telephone, text, email, or chat sessions) within 24 hour or less.
• Use CRM/Ticketing/Quality systems, prepare and submit applicable field service documentation, download system log files in a complete, accurate and timely manner. Including, but not limited to, field service reports, tickets, service requests, expense reports, and service checklists and/or attachments.
• Support business to ensure the highest standard and quality of service is provided to our customers globally.
• Comply with all quality documentation, following all standard operating procedures and work Instructions.
• Follow all approved quality and field service procedures to ensure the highest level of quality completed repairs that adhere FDA regulations and Corin quality standards.
• Provide necessary support to other field service team members, as well as factory service and technical product support, to ensure tasks are completed and customer support department deadlines are met.
• Support field service supervisor or manager to ensure KPIs, goals and objectives are met or exceeded.
• Travel and assist in other field service team members territories.
• Train customers on operation and maintenance of equipment, software and hardware upgrades/updates, installation, maintenance of equipment at conventions, road shows, cadaver labs or seminars as required.
  
  

Requirements

The ideal Field Service Engineer will have;

• A bachelor’s degree (B.S) in Engineering (mechanical, biomedical, electronic) or related discipline or minimum of 2 - 4 years of related or equivalent experience.
• Experience in the medical device, capital equipment or surgical industry (preferably orthopedics).
• Proven knowledge of robotics or highly complex products, able to troubleshoot & repair complex systems.
• Experience as a field service professional and a progressively successful field service track record.
• To be based in Belgium (Brussels) or Germany (Düsseldorf or Hamburg).
• Fluency in English. Bilingual capability in at least one of the following languages, two would be extremely beneficial: Dutch or French or German or Italian required.
• Effective interpersonal and communication skills and a passion for taking care of our customers.
• Effective relationship management skills & ability to interact effectively with customers is necessary.
• Demonstrated high degree of technical proficiency, effective problem-solving and analytical skills.
• Demonstrated ability to work on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
• Successful track record of working independently, making critical decisions, and offering creative problem-solving skills, with limited direction.
• Demonstrated ability to successfully meet tight deadlines/deliverables in an environment with multiple & changeable priorities with a high degree of attention to detail.
• A valid passport and unrestricted international travel (70% - 90%).
• Working knowledge of windows operating systems, office applications, diagnostic/maintenance equipment packages, local IT packages, common CRM systems and field service software.
  
  

Corin is an equal opportunity employer. Qualified applicants are considered without regard to age, gender, race, creed, colour, national origin, ancestry, marital status, sexual orientation, gender identity, disability, veteran status.