Job details
Technical Support & Field Service: Perform on-site installations, preventive maintenance, troubleshooting, repairs, and upgrades for Stryker products, with focus on MAKO, Q-Guidance, and support for Endoscopy, Instruments, and Medical devices.
Service Documentation & Systems: Accurately register all services performed in ERP/CRM systems (JDE/Salesforce) to maintain equipment history, ensure traceability, and manage depot logistics.
Inventory & Tools Management: Monitor and control field inventory, spare parts, tools, technical documentation, and ensure device history is always up to date.
Customer Satisfaction & SLA Compliance: Respond promptly to customer requests, ensuring service levels, uptime, and contractual obligations (SLAs, warranties, preventive maintenance) are consistently met or exceeded.
Internal Collaboration: Provide technical support to internal teams such as Sales, Marketing, RAQA, and Operations, including training, troubleshooting assistance, demo equipment handling, and surgery support when needed.
Installations & Project Management: Lead or assist in equipment installations, validate site requirements, coordinate with third-party vendors (3PV), and ensure proper handling and setup of materials.
Compliance & Quality Assurance: Adhere to Stryker’s Code of Conduct, quality procedures, and regulatory requirements, ensuring accurate documentation, proper complaint reporting (Trackwise), PFA application, and tool calibration management.
Training & 3PV Oversight: Provide technical training to colleagues, sales reps, and third-party vendors; oversee 3PV performance, ensuring compliance with legal, quality, and performance standards.
Required:
Bachelor’s degree in Mechanical, Electronics or Biomedical Engineer.
Strong knowledge of Electronics or Mechanics.
Experience working with ERPs/CRMs (i.e. SAP/JDE/QAD/Sales Force).
3+ years of proven experience in medical devices in the field.
Advanced English Level.
Preferred:
Medium level of understanding of machine software interactions and robotics.
