Service Systems Engineering Assoc Director

Zimmer Biomet; Broadview Heights (OH); On-site; USD 180,000 - 205,000; Full time

Benefits offered by this job

18% bonus

Job summary

Zimmer Biomet seeks a strategic Service Engineering leader to drive serviceability, reliability, and lifecycle support across Robotics, Surgical Solutions, Sports Medicine, and Neurologic portfolios.

You will direct a team of service systems engineers, establish standards, and collaborate with R&D, Quality, Regulatory, and Commercial teams to optimize field readiness and customer experience.

Qualifications

• Bachelor's degree in Engineering or related technical discipline.
• 6+ years of experience in service engineering, systems engineering, product support engineering, or medical device engineering.
• 5+ years of experience leading technical or engineering teams.
• Experience with New Product Development (NPD), Design Controls, and product lifecycle management.
• Experience with ServiceMax, Salesforce, PLM, ERP, and Quality Management Systems; knowledge of FDA/ISO compliance environments.

Responsibilities

• Lead the Service Systems Engineering organization for Robotics, Surgical, Sports Medicine, and Neurologic portfolios.
• Establish service engineering strategy, standards, processes, and governance.
• Provide executive service engineering leadership for ROSA Robotics and Monogram platforms.
• Integrate service requirements early in product development with R&D and Product Development.
• Lead service readiness for new product introductions and software releases.
• Champion Design for Serviceability through serviceability reviews and FMEAs.
• Lead sustaining service engineering and lifecycle management, including field reliability monitoring and post-market support.
• Enable Technical Support and Field Service with tools, training, and documentation.
• Partner with Quality, Regulatory, Operations, Commercial, and Product Management on investigations, CAPA, and regulatory submissions.
• Drive a customer-first culture and cross-functional collaboration to advance service innovation.

Skills

Leadership

Project management

Communication

Cross-functional collaboration

Remote leadership

Financial management

Education

Bachelor's degree in Engineering

Tools

ServiceMax

Salesforce

PLM

ERP

Quality Management Systems

Job description

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

What You Can Expect

Responsible for leading the Service Engineering organization supporting Zimmer Biomet's Surgical Robotics, Surgical Solutions, Sports Medicine, and Neurologic portfolios. This leader will establish and execute service engineering strategies that ensure products are designed, launched, and supported with industry-leading serviceability, reliability, and customer experience throughout the product lifecycle. The role serves as the primary service engineering liaison between R&D, Quality, Regulatory Affairs, Manufacturing, Commercial Operations, Technical Support, and Field Service organizations. While maintaining overall portfolio responsibility, the position will have a primary strategic focus on ROSA Robotics and Monogram platforms, ensuring service readiness and scalable support models for current and future robotic technologies. The Associate Director will lead a team of service systems engineers and technical specialists responsible for Design for Serviceability (DfS), New Product Introduction (NPI), sustaining engineering, technical documentation, field readiness, reliability improvement, and lifecycle support across the portfolio.

How You'll Create Impact

• Lead and develop the Service Systems Engineering organization supporting Robotics, Surgical, Sports Medicine, and Neurologic portfolios, including talent development, technical capability, and organizational performance.
• Establish service engineering strategy, standards, processes, and governance that support business growth, evolving customer needs, connected technologies, and new product introductions.
• Provide executive service engineering leadership for ROSA Robotics and Monogram platforms, ensuring serviceability, reliability, maintainability, and service readiness throughout development and launch.
• Integrate service requirements early in product development through close partnership with R&D and Product Development, including design verification, validation, transfer-to-service, and commercialization support.
• Lead service readiness for new product introductions and software releases, including service documentation, training, maintenance and calibration procedures, service BOMs, spare-parts strategies, diagnostic tools, and launch approval criteria.
• Champion Design for Serviceability principles by leading serviceability reviews, service FMEAs, and maintainability assessments that reduce downtime, improve accessibility and modularity, and enable effective diagnostics and remote support.
• Lead sustaining service engineering and lifecycle management, including field reliability monitoring, post-market support, obsolescence planning, refurbishment, upgrades, and long-term product supportability.
• Enable Technical Support and Field Service teams with the tools, training, documentation, escalation processes, and root-cause investigation capabilities needed to improve first-time fix rates, response times, and clinical uptime.
• Partner with Quality, Regulatory, Operations, Commercial, and Product Management on complaint investigations, CAPA, post-market surveillance, audits, regulatory submissions, strategic customer escalations, and service revenue opportunities.
• Drive a customer-first, accountable, and continuously improving culture that strengthens cross-functional collaboration, advances service innovation, improves customer experience and asset utilization, and develops future service engineering leaders

What Makes You Stand Out

• Driven and highly motivated individual who wants to shape the future of healthcare; takes initiative to identify challenges and propose solutions.
• Demonstrated ability to lead through influence to drive engagement and focus on critical priorities with cross-functional teams.
• Broad knowledge and practical experience in project management, personnel development and leadership.
• Fundamental knowledge of financial management principles.
• Superior communication and presentation skills – both written and oral.
• Demonstrated ability to lead and inspire remote teams.

Your Background

• Preferred Qualification: Bachelor's degree in Engineering, Biomedical Engineering, Robotics Engineering, Electrical Engineering, Mechanical Engineering, or related technical discipline.
• Preferred Qualification: 10+ years of experience in service engineering, systems engineering, product support engineering, or medical device engineering.
• Preferred Qualification: 5+ years of experience leading technical or engineering teams.
• Preferred Qualification: Experience supporting complex capital equipment, electromechanical systems, robotics, navigation systems, or medical technologies.
• Preferred Qualification: Demonstrated experience in New Product Development (NPD), Design Controls, and product lifecycle management.
• Preferred Qualification: Experience with ServiceMax, Salesforce, PLM, ERP, and Quality Management Systems and strong understanding of FDA-regulated and ISO-compliance environments.
• Minimum Qualification: Bachelor's Degree and 6 years of relevant experience, or Associate's Degree and 8 years of relevant experience, or High School Diploma or Equivalent and 10 years of relevant experience

Travel Expectations

• 25%

We are expecting a prescene onsite at either our Austin, TX or Broadview Heights, OH office every other week.

Salary Expectations

$180,000 - $205,000 USD

18% bonus

EOE/M/F/Vet/Disability