Remote Technical Services Specialist Surgical Robotics in Heerlen

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A Day in the Life

To support our Surgical portfolio within EMEA we are currently looking for a fulltime customer-oriented remote Technical Service Specialist with excellent communication skills and the ability to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Digital Technology DS1 (an AI-powered surgical video management and analytics platform for the operating room) to Health Care Professionals (HCP), Start-up-specialists (SUS) and Field Service Engineers (FSE).

This is a great challenge for a medical technical professional with strong analytical- and problem-solving skills and with experience in an operating room environment.

Primary Responsibilities:

Provide remote technical support for the Robotic Hugo system and DS1 to HCP, SUS and FSE and serve as a technical liaison between our stakeholders and the operating unit.

Drive the escalation process to resolve customer issues, including initiating required field service support when needed.

Collaborate with other technical service specialists to troubleshoot complex service requests.

Perform technical activities requiring considerable judgment and have ownership of continuous improvement projects.

Responsible to ensure all documentation/system entries are fully complete promptly.

Focus on remote support, with occasional onsite support / training availability (domestically and international).

Regular working hours from 8:00 – 16:30 CET. On-call availability between 7AM-7PM (availability rotates between colleagues).

Required Qualifications:

Bachelor’s or master’s degree in (biomedical/electrical/mechanical) engineering, with a minimum of 4 years of relevant experience or advanced degree with a minimum of 2 years relevant experience, or a medical degree with technical skills and experience.

Fluency in Portuguese, English and Italian is required (C1/C2).

Experience with robotics or motion control within a large capital equipment environment.

Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.

Experience with analysing technical issues and processes for continuous improvement.

Experience with software troubleshooting.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

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