Senior Technical Service Engineer

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a 'Best Place to Work' and offers great benefits and perks - like tuition reimbursement and a wellbeing program! (*Benefits vary by country)

Join us as a Senior Technical Service Engineer where your work has a direct impact on making healthcare better!

In this role, you will be trained and certified with expert knowledge of our industry-leading medical devices and equipment across different product franchises. With your expertise, you will be responsible to perform on-site installation, maintenance, upgrades and repair of complex medical equipment and systems. You will also have an essential contribution to customer satisfaction by providing on-site customer support.

Key Responsibilities

• Serve as company liaison with customers on administrative and technical matters.
• Work towards MAKO Field Service Engineer certification and manage all installation, maintenance and repair duties related to MAKO robots.
• Be proficient in the repair, maintenance, operation and clinical use of other Stryker systems and instrumentation.
• Build and maintain an excellent level of product knowledge and independently manage complex projects / tasks.
• Provide pre-sales technical support, including assisting the Sales team with customer demos.
• Convey customer feedback to technical design and engineering teams.
• Manage and control field inventory, tools, test equipment, technical documentation and other assigned equipment.
• Prepare and submit applicable field service documentation in a complete, accurate and timely manner as directed. This includes but is not limited to field service reports, expense reports and service checklists.
• Provide on-the-field guidance to clients on product operation, function and usage.
• Train customers on operation and maintenance of equipment, software and hardware upgrades/updates, installation and maintenance of equipment at conventions, road shows, and seminars as required.
• Identify gaps in current processes or procedures and lead / support initiatives to improve overall service quality.
• Assist less experienced peers on service calls and provide training where required.
• Uphold the Compliance Culture and philosophy of the Company by ensuring the business is aligned to the highest code of ethic not limited to ADVAMED.

• Bachelors Degree in Engineering discipline (e.g. Biomedical Engineering, Electrical Engineering, Mechanical Engineering).
• 3 to 5 years experience as a field service engineer or equivalent. Experience in the medical device / healthcare industry is highly preferred.
• Strong communication skills in verbal and written English.
• Excellent electrical and mechanical engineering expertise.
• Good planning and organization skills.
• Driven to deliver on responsibilities independently but also capable of collaborating with cross functional teams on projects.
• Flexible and adaptable to an evolving business environment.