Technical Support & Field Service: Perform on-site installations, preventive maintenance, troubleshooting, repairs, and upgrades for Stryker products, with focus on MAKO, AIRO, Q-Guidance, and support for Endoscopy, Instruments, and Medical devices.
Service Documentation & Systems: Accurately register all services performed in ERP/CRM systems (JDE/Salesforce) to maintain equipment history, ensure traceability, and manage depot logistics.
Inventory & Tools Management: Monitor and control field inventory, spare parts, tools, technical documentation, and ensure device history is always up to date.
Customer Satisfaction & SLA Compliance: Respond promptly to customer requests, ensuring service levels, uptime, and contractual obligations (SLAs, warranties, preventive maintenance) are consistently met or exceeded.
Internal Collaboration: Provide technical support to internal teams such as Sales, Marketing, RAQA, and Operations, including training, troubleshooting assistance, demo equipment handling, and surgery support when needed.
Installations & Project Management: Lead or assist in equipment installations, validate site requirements, coordinate with third-party vendors (3PV), and ensure proper handling and setup of materials.
Compliance & Quality Assurance: Adhere to Stryker’s Code of Conduct, quality procedures, and regulatory requirements, ensuring accurate documentation, proper complaint reporting (Trackwise), PFA application, and tool calibration management.
Training & 3PV Oversight: Provide technical training to colleagues, sales reps, and third-party vendors; oversee 3PV performance, ensuring compliance with legal, quality, and performance standards.
Qué necesita
Bachelor’s degree in Mechanical, Electronics or Biomedical Engineer.
Strong knowledge of Electronics or Mechanics.
Medium level of understanding of machine software interactions and robotics.
Experience working with ERPs/CRMs (i.e. SAP/JDE/QAD/Sales Force).
3+ years of proven experience in medical devices in the field.