We expect to soon be hiring for a Field Service Engineer to join our Service and Support Team, based in Germany. We are not yet ready to hire for this position but we're starting our advertising early. If you would like to be considered for this upcoming vacancy, please read on. 

You will be responsible for the installation, service, and maintenance of our state-of-the-art surgical robotic system within the assigned territory. You’ll play a key role in providing an excellent customer experience by ensuring maximum system up-time and enabling surgical teams to get the best clinical value from the Versius system, as well as ensuring service agreements and warranty obligations are fulfilled.

This is a field-based role, we are open to you being based anywhere in Germany but willing to extensively travel across the Country.

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.

At CMR we’re pushing boundaries – enhancing immense human skill with technology to deliver the best surgical care which is why we’re proud to be the Official Medical Device Partner of ParalympicsGB, the team of elite athletes that challenge perceptions of what humans can achieve. The team that inspires us with their determination, their precision, and control.

We’re breaking new ground which makes working here exciting, it provides autonomy, opportunity and makes the things you do visible. Come and join us and see what you’re capable of.

Responsibilities

• Support the installation and troubleshooting of the installed Versius base in the assigned territory and lead the repair activities and maintenance services.
• Owning customer issues from identification to resolution and maintaining great customer satisfaction.
• Ensuring preventative maintenance actions are carried out precisely and on time and all service works are clearly and accurately documented.
• Maintaining customer service logs, internal service records, and accurate configurations of the installed base.
• In line with the Country Field Service Manager’s guidelines, managing spare parts inventory, from ordering to managing the reverse logistics of spare parts and calibration tools within the area of responsibility.
• Providing technical support to end-users and internal CMR teams including Commercial, Marketing, Professional Education, and Clinical in the country.
• Providing feedback to Country Field Service Manager as and when required and helping the Global Service and Support team to develop technical support and service processes.
• Ensuring all administrative tasks are performed on time (CRM Field Service orders, Reverse logistic paperwork, expenses). Reporting feedback for product continuous improvement through defined escalation paths and any reportable complaint following internal SLA’s and in alignment with Post Market Surveillance internal processes.
• On-site surgery support of new accounts, at the early stage of the customer journey (learning curve).
• Setting up systems in Commercial events, such as congresses and roadshows.

About you

To be successful in the role you will need to have:

• A relevant technical degree and practical mechanical and electronics experience
• Field Service Experience within a regulated environment - medical/pharmaceutical or aerospace
• Proven track record in independently troubleshooting complex electromechanical systems
• Electronics experience and ability to perform software updates via engineering interfaces
• Strong experience on remote log analysis
• Stakeholder Management and Interdependent Partnering skills - demonstrated records/examples of cooperating across functions.
• Strong organizational skills, being responsible for a variety of key planning and coordinating activities including maintaining and adhering to timelines and contracted Service Level Agreements.

It would also be helpful if you have:

• Experience and knowledge of Operating Theatre protocols and working with hospitals
• Experience in servicing value-added capital equipment - Imaging, surgical robotics, radiotherapy, etc.
• Experience on using Field Service CRM such as ServiceMax, SAP/ Core System, IFS Field service…
• Consistency and resilience on providing feedback internally, while participating actively in product continuous improvement
• Flexibility on travelling on short notice

At CMR we’re building a diverse, inclusive, and authentic workplace; what matters most to us is that you identify with our values and are passionate about making a difference so don’t be put off applying if your experience doesn’t perfectly align with this role.

We’d particularly like to hear from applicants from underrepresented groups and we recognise everyone has individual personal circumstances, so we’re open to discussing reduced / flexible / hybrid working hours for this role.

Why Join Us?

We offer a competitive salary and a great benefits package including a bonus, non-contributory pension, private healthcare which covers pre-existing conditions, annual personal day for every employee to use however they wish and enhanced global parental leave pay.

We recognise that everyone has a life outside of work and at times we can experience things which are significant and can impact on our working lives. We’ve just launched our Global Parental Leave and Health and Wellbeing leave supporting our colleagues going through the menopause, fertility cycles or pregnancy loss and those going through gender reassignment; allowing them time to look after themselves and those close to them.  

Interested? We’d love to hear from you!