Field Service Team Lead

Startupvalleys; Basel; Hybrid; CHF 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Bonus for outstanding performance

Competitive salary

Zusammenfassung

ARTIDIS in Basel seeks a Field Service Team Lead to coordinate global field service activities, ensuring installations run smoothly and issues are escalated efficiently. You will guide field engineers, align with engineering teams, and drive continuous improvement of ARTIDIS systems in the field.

You will manage risk assessments, create global service plans, and oversee travel logistics while providing technical leadership and mentoring to a distributed team.

Qualifikationen

• Bachelor’s degree or equivalent in engineering or related field.
• 5+ years in field service, technical support, or service operations.
• Experience leading globally distributed field service teams.
• Strong software/hardware troubleshooting and risk assessment.
• Familiarity with medical device regulations (FDA, ISO 13485, IEC 62304).
• Willingness to travel globally.

Aufgaben

• Lead and coordinate Field Service Engineers globally.
• Develop and maintain global service plans for installations and maintenance.
• Plan global travel schedules and service logistics.
• Provide technical leadership to field service engineers and technicians.
• Communicate field feedback to product management and development teams.
• Prepare service estimations and resource planning for installations.
• Review engineering changes for field impact and define implementation plans.
• Hold bi-weekly reports to Head of Device Operations.
• Support on-site installations, troubleshooting, and preventive maintenance.

Kenntnisse

Leadership

Communication

Organizational skills

Cross-functional collaboration

Travel coordination

Mentoring

Ausbildung

Bachelor’s degree in Engineering or related field

Equivalent experience

Jobbeschreibung

Job Purpose

The Field Service Team Lead is responsible for coordinating and guiding field service activities to ensure successful system installations, reliable device performance, and timely resolution of technical issues in the field. The role provides technical leadership to field service engineers and ensures proper communication and alignment between field operations and internal engineering teams.

By managing installation activities, supporting troubleshooting and escalation processes, and coordinating with product development and operations teams, the Field Service Team Lead helps maintain high service quality and supports the continuous improvement of Artidis systems deployed in the field.

Duties and Responsibilities

• Lead and coordinate the activities of Field Service Engineers globally.
• Develop and maintain comprehensive global service plans covering installations, preventive maintenance, troubleshooting, and risk mitigation.
• Conduct risk assessments for all service activities and site operations to ensure safety, compliance, and operational efficiency.
• Plan and manage global travel schedules and service logistics for all site visits.
• Support Field Service Engineers in diagnosing and resolving complex software and hardware issues.
• Prepare service estimations and resource planning for upcoming installations and site visits worldwide.
• Define, review, and maintain service documentation, work instructions, troubleshooting guides, and templates to ensure regulatory compliance and operational consistency.
• Prioritize service requests, manage escalation paths, and coordinate corrective and preventive actions with R&D, software, hardware, production, and quality teams.
• Perform in-depth reviews of engineering change lists and releases to assess field impact and define service implementation plans.
• Provide technical leadership and guidance to field service engineers and service technicians.
• Communicate field feedback to product management and development teams to drive continuous improvement.
• Conduct bi-weekly reports to the Head of Device Operations summarizing service activities, key metrics, and escalations.
• Hold regular one-on-one meetings with team members to provide guidance, feedback, and support professional development.
• Provide structured feedback from the field to product management and development teams to drive continuous improvement.
• Provide occasional on-site support for installations, troubleshooting and preventive maintenance on a global basis.

Qualifications

• Bachelor’s degree in Engineering, Biomedical Engineering, Computer Science, or related technical field, or equivalent experience.
• Minimum 5 years experience in field service, technical support, or service operations, preferably in medical devices or complex technical systems.
• Proven experience leading and managing field service teams, including 1:1s, performance coaching, and team development.
• Strong expertise in software and hardware troubleshooting, preventive maintenance, and risk assessment for field operations.
• Experience in global service planning, travel coordination, resource allocation, and service estimation.
• Familiarity with medical device regulations (FDA, ISO 13485, IEC 62304) and technical documentation practices.
• Excellent organizational, planning, and communication skills, with experience in cross-functional collaboration across R&D, software, hardware, production, and quality teams.
• Ability to work independently while providing technical leadership and guidance to a globally distributed team.
• Experience in reporting, metrics tracking, and structured service documentation.
• Willingness and ability to travel globally.

Working Conditions

The environment is a typical start-up with an intrinsically motivated international team. Our company is an excellent place for rapid advancement and offers a promising opportunity to learn and share know-how in a very agile environment. The position requires the employee to go the extra mile when needed. We are looking for a team player who appreciates direct communication. The effort is rewarded with challenging tasks, the possibility to take responsibility, a highly driven team, and work serving a significant purpose. The job position comes with a competitive salary and a bonus for outstanding performance.

About this startup

ARTIDIS

Medtech & Devices · Basel Valley

Employees 51-200

Founded 2018

Valley Basel

City Basel

Hochbergerstr. 60C, 4057 Basel, Switzerland · Directions