- This medical device company has been supporting surgeons, doctors and clinicians for over 80 years and has grown into a worldwide manufacturer and distributor of some of the best medical technology in their niche space.
- This organisation combines their expertise in medical devices with software solutions to achieve integration in the hospital operating theatre environment and to support clinical procedures and resource management.
- This Field Service Manager role will manage the field-based Customer Solutions team to achieve company objectives and provide high-quality service to customers.
- The position will report on field-based service contract KPI’s and develop and maintain field-based reporting while ensuring the Customer Solutions team are meeting contractual obligations, along with combining field reports to create customer reviews.
- The role will optimise workflows through the Customer Solutions team to maximise efficiencies and work with the Customer Excellence Business Unit Manager to develop new field-based offerings for customers, such as service contracts.
- You will meet with customers to understand market field-based needs and survey stakeholders for customer satisfaction in relation to quality performance.
- You will develop service systems including standard operating procedures to ensure the organisation is compliant with ISO13485.
- You will maintain and improve service quality standards through regular monitoring and evaluation of services and comply with current legal and regulatory requirements.
- Tertiary qualifications in electronics, electrical engineering or biomedical engineering (with electrical subjects) are essential.
- Extensive knowledge of managing field-based service teams, in medical devices, minimum 5 years.
- Familiarity with hospital/surgical environments and Australian standards AS3551 and AS3200 is essential, with experience in SAP and Salesforce.
- Excellent knowledge of biomedical equipment, including the operation of and use of biomedical test equipment with strong electronic skills including understanding common circuits and component-level electronic troubleshooting skills.
- Technical equipment fault-finding skills will be highly regarded.
- An understanding of imaging acquisition, common video/audio signal types, hardware and software modules is preferred.
- Comprehensive knowledge of ISO13485 and transition to certification.
- Excellent communication skills and customer focus.
- Industry experience in medical equipment systems and design is preferred.
- A current driver’s license and vehicle.
