Senior Technical Field Service Representative

JOB SUMMARY

With minimal direction and supervision, the Senior Technical Field Service Representative will schedule and perform on-site installation, maintenance and repair of highly complex robotics equipment and software systems. Responsible for maintaining customer satisfaction, providing both phone and on-site customer support. Engage and coach new Technical Field Service Representatives. Verify and approve the operational quality of THINK Surgical systems and equipment.

DUTIES & RESPONSIBILITIES

• Serve as company liaison with customer on administrative and technical matters.
• Provide guidance to clients on operations of products and answers questions on function and usage.
• Convey customer feedback (Voice of Customer (VOC)) to technical design and engineering staff.
• May perform pre-sales technical support duties, including assisting the sales team with customer demos.
• Exercise sound judgment and decision making within generally defined practices and policies in implementing methods and techniques for obtaining solutions.
• Achieve and maintain a high level of performance, whereby allowing THINK Surgical to meet and exceed the company's financial goals and performance metrics.
• Exercise good independent judgement and customer care ability necessary to achieve revenue and margin goals. This is accomplished through ensuring total customer satisfaction therefore facilitating renewals of existing Service Agreements.
• Promote the growth of THINK Surgical by partnering with the Commercial and Clinical Support team members actively identifying potential sales leads. Communicate regularly with Account Executives regarding these leads and any customer satisfaction issues.
• Manage and control field inventory, tools, test equipment, technical documentation, and other assigned equipment.
• Prepare and submit applicable Field Service documentation in a complete, accurate and timely manner as directed. This includes but is not limited to Field Service reports, expense reports and service checklists.
• Independently and proactively schedule and perform required preventive maintenance visits.
• Engage and coach less experienced peers on service procedures and provide training where required.
• Assist in the development of new Technical Field Service Representatives both technically and administratively by providing field training.
• Other duties may include, but are not limited to, instructing/training customers on operation and maintenance of equipment, software and hardware upgrades/updates, installation, and maintenance of equipment at conventions, road shows, and cadaver labs as required.

QUALIFICATIONS

Required Qualifications

• AS degree in a Technical Field or equivalent experience.
• Minimum 6 years' work experience required. Previous experience as a Technical Field Service professional or in a relevant capacity preferred.
• Demonstrated a high degree of highly effective technical proficiency, superior problem-solving skills, and analytical ability.
• Mastery level of proficiency in the repair, maintenance, operation, and clinical use of THINK Surgical robotic systems and instrumentation.
• Possess and maintain a valid US Driver's license.
• Be able and willing to work in a live hospital Operating Room (OR) environment, interacting with OR staff and surgeons.
• Familiarity with hospital protocols and good practice.
• Exercises wide latitude in determining objectives and approaches using product knowledge to complete complex projects.
• Demonstrated superior electronic and mechanical skills.
• Demonstrated interpersonal and communication skills; ability to interact effectively with team members and customers.
• Ability to work on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
• Excellent customer relations, listening, and organizational skills.
• Proven track record of working independently, making critical decisions with very limited direction.
• Multiple project and time management skills.
• A working knowledge of Windows operating systems and office applications.
• Results-oriented, team player with a can-do attitude.
• Experience in standard bench test equipment such as digital multimeters and oscilloscopes.
• Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Preferred Qualifications

• Bachelor's degree in engineering discipline, or an equivalent combination of education and work experience.
• Possess thorough knowledge of the surgical orthopedic industry.
• Demonstrated knowledge of robotics or highly complex robotics equipment.

• Experience with EMI/EMC compliance challenges, design for reliability, serviceability, and design for manufacturability.

• Understanding of optical and/or magnetic position encoding technologies, principles, and knowledge of commercially available devices. 

• Experience with additional sensing technologies (e.g., analog-optical, capacitive, inductive, resolvers, etc.).

COMPETENCIES

• Collaborates
• Communicates effectively
• Being resilient
• Situational adaptability
• Customer focus
• Decision quality

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Must be able to remain in a stationary position and operate office equipment for a prolonged period.
• Must follow the policies and procedures set forth by THINK customers, including policies related to customers' vaccination requirements for vendors. If a customer facility does not allow unvaccinated vendor employees, then unvaccinated THINK employees may not visit such facility.
• Physical activities include, but are not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 50 lbs.
• Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
• Frequently work around moving mechanical parts.
• Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
• Must be able to travel as business necessitates (up to 80 % Travel).

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be possible to enable individuals with disabilities to perform the essential functions.

THINK Surgical, Inc. ("THINK") is committed to hiring the best qualified candidates for approved positions while engaging in recruitment and selection practices that are in compliance with all applicable employment laws. It is the policy of THINK to provide equal employment opportunity for employment to all applicants and employees, regardless of any protected status. Any qualified applicant or employee with a disability who requires an accommodation in connection with his/her employment at THINK should contact Human Resources and request an accommodation. THINK also participates in E-Verify, a web-based system that allows THINK to confirm an employee's eligibility to work in the United States.

Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs.

THINK Surgical, Inc. also participates in E-Verify, a web-based system that allows THINK to confirm an employee's eligibility to work in the United States.