Field Service Engineer

Location:
Florida/Southeast

Applicants: Click here to apply

Position Description:
The Field Service Engineer will schedule and perform on-site installation, maintenance and repair of complex medical equipment and systems. Responsible for maintaining customer satisfaction, providing both verbal and on-site customer support. Verify and approve the operational quality of MAKO Surgical Corp. systems and equipment.

Responsibilities:

• Serve as company liaison with customer on administrative and technical matters
• Proficient in the repair, maintenance, operation and clinical use of MAKO Surgical Corp. systems and instrumentation. Possess thorough knowledge of the surgical orthopedic industry
• Exercise sound judgment and decision making within generally defined practices and policies in selecting methods and techniques for obtaining solutions
• Achieve and maintain a high level of performance whereby allowing MAKO Surgical Corp. to meet and exceed the company’s financial goals and performance metrics
• Manage assigned territory as an individual profit center. Territory revenue is produced from Warranty Extension Agreements (WEAs) and Time and Material Service. Manage expenses to maintain a profit margin of at least 30%
• Exercise selling skills and customer care ability necessary to achieve revenue and margin goals. This is accomplished through ensuring total customer satisfaction therefore facilitating renewals of existing WEAs
• Promote the growth of MAKO Surgical Corp. by partnering with CAS and RAM team members actively identifying potential sales leads. Communicate regularly with Account Executives regarding these leads and any customer satisfaction issues
• 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
• Schedule and perform required preventive maintenance visits
• Assist in the development of new Field Service Engineers both technically and administratively by providing field training
• Other duties may include, but are not limited to, instructing/training 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

• Bachelor’s degree in Engineering discipline, or an equivalent combination of education and experience
• 5+ years as a field service engineer required
• Possess a very high degree of technical proficiency, excellent problem solving skills, and analytical ability
• Strong knowledge of networking set ups and protocols. A+ and Net+ certification desired
• Good communication skills and the ability to deal effectively with customers are necessary
• Ability to work on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors
• Understanding of robotics, experience selling products and services, multiple project and time management skills, and a working knowledge of Windows operating systems and office applications required
• 75% travel required