Field Service Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Provide maintenance, repair, and technical support for products based on customer maintenance contracts

• Offer training on basic system operations and troubleshooting

• Collaborate with other FSEs to address issues and repairs through technical and product support

• Oversee system installations and upgrades from pre-validation to delivery

• Respond to service calls that include installations, upgrades, contract renewals, preventive maintenance, cleaning and sterilization reviews, I&A issue handling, onsite training, AEX, and paid repairs

• Deliver services according to service agreements and warranty contracts

• Prioritize service calls based on patient impact and company strategy

• Work alongside sales representatives and team members to manage escalations

• Share information with stakeholders in the event of adverse events

• Understand and implement operating room protocols

• Conduct complaint resolution and prevention for I&A, troubleshoot instrument functionalities, and perform cleaning and sterilization reviews and customer training

• Provide training to hospital staff, including customer staff, surgeons, Da Vinci coordinators, and CE, while building trusting relationships

• Conduct end-user training regarding user manual updates and existing function upgrades

• Review evaluation criteria and customer feedback and adjust work styles and shifts accordingly

• Manage expenses such as travel costs, overtime, and transportation fees

• Carry out administrative tasks such as service orders, reports, and expense reimbursements within deadlines

• Manage spare parts inventory

• Support events such as exhibitions

• Understand the clinical fundamentals of minimally invasive surgery and diagnostic systems, and address customer complaints

• Provide feedback to management and support teams to improve processes and operational efficiency

⛳️ Requirements

• Experience in troubleshooting medical devices or electronic mechanical systems (preferably 2 years or more)

• Strong communication skills necessary for customer interaction and coordination with internal and external stakeholders

• Administrative management skills to accurately produce service reports and handle administrative tasks

• Proficient in general PC operations including Microsoft Office

• Minimum educational qualification of a technical college degree (preferably in biomedical engineering or electrical engineering)

• Japanese: Native level proficiency

• English: Proficient reading and writing ability for business purposes

• Valid ordinary driver's license required

• Experience attending internal and external training related to medical devices is a plus

• Bachelor’s degree or higher in biomedical engineering or electrical engineering (preferred)

• Field service experience in the medical device sector (1-3 years preferred)

• Strong verbal expression capabilities for customer interactions and technical explanations in English

• Experience in teamwork or project management within medical settings is advantageous

🏝️ Benefits

• Employees can work remotely

• Remote work system available

• Flexible working hours system in place