Associate II, Field Service Engineering
Globus Medical
Summary
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.
Job description
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.
Requirements
- Bachelor’s degree (science or engineering preferred)
- 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
- 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
- Ability to travel on short notice and provide service in assigned geography
- Ability to lift up to 50lbs
Company overview
Globus Medical, Inc. is a leading publicly traded orthopedic medical device company headquartered in Audubon, Pennsylvania, founded in 2003. The company specializes in the design, development, and commercialization of innovative musculoskeletal solutions that enable surgeons to promote healing in patients with musculoskeletal disorders. Globus Medical has established itself as the fastest growing company in the history of orthopedics through its single-minded focus on advancing surgical technologies. The company's comprehensive product portfolio includes spinal implants, trauma solutions, artificial joints, and the revolutionary ExcelsiusGPS surgical robotic system for spine surgery. Their robotic navigation technology provides sub-millimeter accuracy for transpedicular drilling and screw placement procedures. Globus Medical also offers advanced surgical planning software and registry solutions like SpineTRACK and OrthoTRACK for comprehensive treatment outcomes data collection. The company's mission is to utilize superior engineering and technology to achieve pain-free, active lives for all patients, driving significant technological advancements across a complete suite of orthopedic products.