Field Service Representative - Grey Staffing

The Restorative Therapies Group develops life-restoring therapies and healthcare solutions that span the care continuum; integrating technologies and applying clinical and economic evidence to increase patient access, improve efficiency of procedures and deliver successful patient outcomes.

• Travel to sites to work as a member of the local team to provide efficient repair, maintenance and installation support to all accounts within assigned area.
• Installs, operates, maintains, repairs and modifies equipment on designated equipment.
• Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations
• Analyzes and evaluates products and related performance.
• Troubleshoots and diagnoses malfunctions to resolve system issues in a timely manner.
• Support future product integrations by performing upgrades and/or configuration updates to existing and future imaging, navigation and robotic capital equipment.
• Lead and participate in product technical repair and clinical use training with domestic, international and 3rd party staff members.
• Liaison between engineering staff and customer base to improve the functionality of the system.
• Interface and build relationships with sales personnel to provide a unified voice to the customer, while representing the service organizations policies, needs and strategies.
• Provide testing and validation support to the manufacturer’s organization, as applicable.
• Assist in technical support for users of intra-operative imaging system, navigation and robotic surgical equipment including phone support for users and technical staff.
• Keeping accurate records of discussions or correspondence with customers including all assigned complaints, follow-up actions, root cause analysis and final resolution within the complaint tracking system.
• Participate in weekly teleconferences for escalations, post activity recaps, and required training.
• Provide proactive, clear communication with all levels of management both within Company and within the customer organization.
• Performs duties in compliance with environmental, health and safety related site rules, policies or governmental regulations.
• Travel requirement: 50-75%

Minimum Requirements

• High School Diploma and 4+ years technician, field service or customer support experience.

Nice to Have

• Bachelor’s degree in Bioengineering, engineering or technology field.
• Previous experience as Technician/Field Services within medical device industry.
• Experience with orthopedic anatomy, surgical protocol and medical terminology.
• Ability to troubleshoot with technical skills, creativity and high discipline.
• Familiarity with most commonly used test equipment (i.e.: dosimeter, power supplies, DVM's, signal generators, flow meters, etc.)
• Ability to read and understand schematics and engineering drawings.
• Familiar with the FDA 21 CFR, CGMP for Medical devices.
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements.
• Experience with x-Ray systems particularly mobile fluoroscopy or CT systems.
• Experience with robotics or motion control.