We’re looking for an amazing/exceptional Field Service Engineer to join our Commercial Team, based in Poland. Reporting to our Field Service Lead - Eastern Europe, you will carry out the installation, service and maintenance of our state-of-the-art surgical robotic system in Poland. You’ll play a key role in ensuring maximum system up-time and enabling surgical teams to get the best clinical value from the Versius surgical robotic platform and ensuring service agreements and warranty obligations are fulfilled. If you’re looking for a challenging role, where you can combine your technical, trouble shooting and customer facing skills then this could be the perfect role for you.

About CMR Surgical

CMR is an exciting and evolving company to be joining right now. Our commitment to our goal of building a world-class medical devices company is underpinned by the ground-breaking innovation of our next generation of surgical robots and a diverse team of talented and supportive individuals. Everyone at CMR has the passion and desire to make a real difference to the way minimal access surgery is developed and delivered.

We’re breaking new ground which makes working here exciting, it provides autonomy, opportunity and makes the things you do visible – if you’re great at managing your own time, are creative, patient and resilient, we think you’ll fit right in.

Responsibilities

Working independently and as part of a wider team, your responsibilities will include:

• Installation, troubleshooting, repair and scheduled maintenance of our integrated surgical robotic systems within the assigned territory
• Ensuring Preventative Maintenance actions are carried out precisely and on time and to ensure all service works are clearly and accurately documented
• Performs remote log analysis using dedicated engineering tools
• Owning customer issues from identification of issue through to resolution and maintaining great customer satisfaction
• Provide technical support to end-users and internal CMR teams including Commercial, Marketing, Professional Education and Clinical
• Helping develop the technical support & service processes
• Maintaining customer service logs, internal service records and accurate configurations of the installed base
• Managing spare parts inventory, from ordering to managing the reverse logistic of spare parts and calibration tools
• Ensuring all administrative tasks are performed on time (CRM Field Service orders, Reverse logistic paperwork, expenses…)
• Providing feedback to Engineering Development and Manufacturing teams (call escalation)

We are a high growth company and as such roles change and evolve. We would generally expect you to be willing to turn your hand to anything within the field service remit that helps the team deliver its objectives.

About you

It’s taken for granted that you’ll be great at working as part of a team, bringing your strong work ethic and a proven desire to deliver high quality results.

You will need to have:

• A relevant technical degree and / or experience and excellent practical mechanical and electronics experience
• Based in southern Poland
• A can-do hands-on attitude for a variety of tasks
• Ability to self-schedule his/her activity (PM Schedule, system upgrades, repairs)
• Pro-active service mindset
• Ability to communicate with internal and external customers in high pressure situations and maintain strong customer relationships
• Good listener and strong communication skills (both oral & written)
• Willingness to work in a cross functional environment (Sales, Customer Success, Product Support…)
• Proven track record in independently trouble shooting 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
• Field Service Experience (3 to 5 years) within a regulated environment such as medical/pharmaceutical or aerospace
• Good written English and the ability to use Microsoft Office suite tools.
• A full driving licence, be capable of travelling at short notice and be able to handle the rigours of air travel

We would like you to have:

• Experience and knowledge of Operating Theatre protocols and working with hospitals (highly desirable but not essential)
• Experience in servicing value added capital equipment would be appreciated (Imaging, surgical robotics, radiotherapy)

You will be fluent in Polish (native speaker equivalent) and have an excellent professional knowledge of English language proficiency is highly desirable.

There may be extensive travel and you must be flexible in your work hours.

Why Join Us?

We offer a competitive salary. In addition, you’ll be joining a company with a fabulous culture of ambition, creativity and teamwork. CMR is committed to promoting a diverse, open and collaborative work environment – a place where we can be ourselves and succeed on merit. We believe an environment like this is where ideas can truly flourish and balanced with a healthy dose of fun, it ensures that our people stay and develop. We welcome applications to join our team from all qualified candidates, regardless of their characteristics.

Interested? We’d love to hear from you!

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