Field Service & Support Specialist

DePuy Synthes is recruiting for a The Field Service & Support Specialist, located in Zuchwil, Switzerland

The Field Service & Support Specialist’s primary responsibility centers around technical and clinical support of Velys Digital Surgery (Orthopedics) hardware.  She/he also serves as a liaison between commercial and support functions of the organization and holds responsibility for relevant administrative aspects of hardware field deployment. Under limited supervision, the Individual is responsible for managing the customer support system in the installation, service and repair of all capital products (Velys Dig). Responsible for interaction with customers over the phone and in person for the handling of customer technical inquiries and complaints. 

Key Responsibilites: 

Technical & Clinical Application Support: 

• Leads necessary technical steps to prepare for DePuy Synthes hardware (hereinafter “hardware”) installation for the company (internal and external events) and operating room (OR) 

• Supervises required actions on preventive maintenance, repair, field action, and software updates. 

• Supports companies and customers with obtaining all necessary theoretical and practical skills operating hardware in OR. 

• Trains customers, sales and clinical teams on hardware usage and application. 

• Serves as first point of contact for customers’ and teams’ hardware questions. 

• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction. 

• Provides non-clinical and clinical on-site support on hardware usage during new product introduction and/or complex procedures. 

• Supports teams and customers with technical troubleshooting. 

• Visits ORs with hardware on a regular basis to ensure optimal usage, storage, and maintenance. 

Capital Equipment Selling Consulting: 

• Consults sales team and customers: optimal hardware set up for events and in the operating room. 

• Supports the Capital Equipment team with planning, product management, new product introductions, and conversions. 

• Promotes hardware and relevant technologies during educational and scientific events. 

• Develops promotion and training materials for internal and external training and events. 

Aftersales & Customer Support Coordination: 

• Serves as a commercial organization’s DRI for teams like Marketing, Supply Chain, Technical Service/After Sales team and other internal stakeholders on hardware placement, usage, maintenance and service & repairs. 

• Oversees design and smooth implementation of processes relevant to hardware selling (placement), maintenance and repairs including but not limited to liaising with other internal functions to ensure flowless service provision to customers. 

• Holds up-to-date knowledge of hardware field presence status. 

• Observes and reports her/his ideas on processes and approaches improvements and implementations of process enhancements (capital equipment process development). 

• Coordinates loaner hardware procurement, allocation and deployment. 

Other: 

• Connects with CH, GLOBAL and EMEA colleagues on hardware relevant topics and serves as DRI for hardware inquiries. 

• Ensures all necessary hardware-relevant quality and compliance measures are respected. 

Required Qualification: 

• Higher education degree in engineering or equivalent (required) 

• Specialization in Medical Devices (strongly preferred) 

• Min 3-5 years of technical experience with Medical Devices (required) 

• Experience with orthopedics (preferred) 

• Readiness to be present in OR during orthopedic surgeries (required) 

• Fluency in English, German and French (required) 

• Proactive problem solving/solution seeking 

• Ability to navigate a multi-function corporate environment. 

• Readiness to complete all necessary hospital- and government-imposed requirements and to follow all existing hospital and OR presence guidelines (required). 

• Strong organizational and planning skills 

• First 12 months frequent travel in Europe possible 

• After ca. 12 months frequent travel limited to Switzerland, ability to travel on short notice