Tech Support Engineer

Location:
Ft. Lauderdale, FL

Position Description:
Responsible for maintaining customer satisfaction, providing both verbal and written technical support to end users, MAKO Surgical Field Service Engineers, Clinical Application Specialists & Sales personnel. Works with other departments to ensure that current and future products meet all service, quality and performance requirements. Creation and delivery of technical training programs to MAKO personnel and hospital biomedical staff. Develop and maintain service documentation.

Responsibilities include:

• Respond to technical questions and inquiries from Field Service Engineers (FSEs), Clinical Applications Specialists (CAS), Customer Service Representatives (CSR) and Sales via telephone, fax email, and occasionally on-site at customer locations
• Develop service documentation in the form of complete service manuals, service bulletins, spare parts listings, memos, checklists, and updates to service manuals
• Develop and maintain web based knowledge base system for domestic and international customers
• Perform factory service on both TGS systems and replacement assemblies
• Design and maintain customer support web content and implement in conjunction with marketing
• Maintain documentation links in CRM system to ensure FDA compliance
• Creation of Service Training materials including, but not limited to Service Training PowerPoint presentations, Technical Documentation, home study materials, technical guides, e-Learning modules, testing and certification materials and other Service Training related materials
• Monitor field trending reports and communicate any problem areas or suggestions for product improvement to necessary departments/teams through regularly scheduled QC meetings
• In coordination with Department Manger, support new product releases in terms of product improvement, serviceability and tooling, performance analysis, etc.
• Act as an observer on all ECN releases, keeping product performance and overall serviceability in mind
• Develop and maintain a detailed working knowledge of all required MAKO medical devices for purposes of creating, maintaining and delivering accurate and up to date training material and programs
• Remain current with Technical and Presentation Skills by obtaining ongoing education in each discipline
• Work with Clinical Application Trainer to ensure continuous updating of basic product application skills
• Create and maintain metrics for training process
• Perform other duties, as needed, to assist the Department Manager
• Meet with department manager on a regular basis to review major activities, sensitive issues, and progress towards department objectives
• As required, assist with special tasks. These may include helping to solve complex domestic or international service related issues
• Reports to Manager, Customer and Field Services

• Bachelor’s degree in Engineering discipline, or an equivalent combination of education and experience
• 5+ years as a technical support engineer or equivalent experience
• Experience in robotics preferred
• Possess a very high degree of technical proficiency, excellent problem solving skills, and analytical ability
• Strong knowledge of networking set ups and protocols. A+ certification required, Net+ certification desired
• Proficient with Microsoft Office products including PowerPoint & Visio
• Public Speaking and teaching skills
• Occasional Travel both Domestic and International required