Associate II, Field Service Engineering

globusmedical; Pennsylvania; On-site; USD 85,000 - 135,000; Full time

Job summary

Globus Medical is seeking a Field Service Engineer for the Pennsylvania region to install, maintain, and troubleshoot our INR division products at hospitals. You will perform on-site installations, site acceptance testing, and demonstrate system functionality while ensuring compliance with GMP/ISO standards.

The role requires a bachelor's degree in science or engineering, at least 5 years in medical device field service, and the ability to travel on short notice, with lifting up to 50 lbs.

Qualifications

• Bachelor's degree in science or engineering preferred.
• Minimum 5 years field service experience in medical devices.
• GMP/ISO knowledge; travel on short notice; lift up to 50 lbs.

Responsibilities

• Interface with customers for coordination, planning, and service issues.
• Install Globus Medical product on-site at hospitals per installation procedure.
• Perform site acceptance testing to verify performance.
• Demonstrate system functionality and obtain customer concurrence.
• Diagnose issues, replace/repair products, confirm resolution.
• Perform preventative maintenance on-site at customer facilities.
• Update products to resolve issues and enhance functionality.
• Upgrade products to add features and capabilities.
• Document customer feedback, issues, and complaints as per procedures.
• Record results of visits including installation and test reports.
• Assist in managing returned material (RMA) processing.
• Other duties as assigned

Skills

GMP/ISO knowledge

Willingness to travel

Strong problem-solving

Education

Bachelor's degree in science or engineering

Tools

MS Office

Job description

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

• 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 Medica