As part of the Customer Operations team you’ll play a lead technical role working with our highly skilled and deeply technical support engineers to ensure maximum system up-time for our state of the art surgical ro-botic system. You’ll use your systems experience to be able to troubleshoot complex multidisciplinary system problems and develop scalable service and support processes. You’ll play a key role in enabling surgical teams to get the best clinical value from the Versius surgical robotic platform ensuring service agreements and warranty obligations are fulfilled. If you’re looking for a challenging role, where you can combine your leadership, technical, and problem resolution skills then this could be the perfect role for you.
Why join us?
CMR is one of the UK’s most exciting companies to be joining right now. The scale of our ambition to build a world-class medical devices company in Cambridge is matched only by the breath-taking innovation that underpins our next generation of surgical robot. We’re an award-winning company that plans to significantly disrupt the way surgery is performed for the benefit of millions of patients all around the world.
Our values are ambitious, humble, people focused and fair and responsible. If you share these values, our passion for improving lives, and have the skills to make a real difference to the way minimal access surgery is developed and delivered, then it’s a great time to join us.
Working independently and as part of a wider team, your responsibilities will include:
- Providing technical leadership to develop CMR’s technical support, installation and service processes
- Leading the team to identify root cause issues, process and system deficiencies, and provide solutions relating to troubleshooting and the repair of Versius
- Developing relationships across the business with all functions to ensure efficient and effective problem resolution and root cause analysis feedback is addressed
- Identifying opportunities for data driven detection to develop preventative maintenance processes
- Ensuring the team is owning customer issues from identification of issue through to resolution, maintaining great customer satisfaction
- Providing technical leadership and guidance to surgeons, clinical teams and internal CMR teams including Commercial, Marketing, Professional Education and Clinical
- Working within deadlines to achieve project milestones and objectives
- Ensuring maintenance of customer service logs, internal service records and accurate configurations of the installed base
- Ensuring Quality procedures are followed within the team and further developed for efficient scale up
- Providing feedback to and collaborating with the leadership, engineering development and manufacturing teams
- Providing coaching and mentoring to our graduates and junior members of the team to ensure their continued development
We’re a high growth company and as such roles change and evolve. We expect you to be willing to turn your hand to anything within the team’s remit that helps the team deliver its objectives. We’ll be looking for you to take on leadership opportunities as they arise in these rapidly growing teams.
You’ll be great at working as part of a multi-disciplinary team, bringing your strong work ethic and a proven desire to deliver high quality, deadline driven results in client or customer facing environments. Naturally you’ll have a good (first or upper second) degree in engineering, physics or related discipline, a PhD is desirable and will be advantageous. You’ll have a proven track record of leading others / a team and applying your mechanical, electronics or software engineering fundamentals to real time systems including analytical, theoretical, experimental and creative capabilities.
You will need to have:
- Ability to communicate with internal and external customers in high pressure situations and maintain strong customer relationships
- Ability to look at problems from a system perspective and be able to provide technical guidance to others to drill down analysis to software, electronics and / or mechanical issues
- A can-do hands-on attitude for a variety of tasks
- Ability to independently trouble shoot complex electro-mechanical systems
- A mechanical aptitude for performing any mechanical component repair or replacement to exacting standards
- Electronics experience and ability to perform software updates via engineering interfaces
- A keenness to work with hospitals and to learn about Operating Theatre protocols and procedures
- A genuine desire to help, develop and support team members so that we can all achieve our best
- Previous experience in service and systems or operations experience in an urgent ‘mission critical’ technical service environment
- Experience working in a regulated environment (e.g. medical devices, aerospace) and ensuring system repairs and servicing is carried out within a Quality framework
- A willingness to travel at short notice (including internationally)
We offer a competitive salary and a great benefits package (including non-contributory pension scheme, cycle-to-work scheme, life assurance, and our legendary monthly BBQs). On top of that, you’ll be joining a company with a fabulous culture of ambition, creativity and teamwork, and where fun is just as valued as our commitment to make surgery better for millions of people.