The Field Service Engineer provides a high standard of technical support to Stryker customers and supports the team to achieve the Field Service goals and objectives.
- Provide onsite technical support to Stryker customers
- Complete reactive repairs
- Perform preventative maintenance (PM) on installed equipment
- Support the business in delivering high-quality service across Australia and New Zealand
- Deliver exceptional customer experience
- Build strong, communicative relationships with customers and internal stakeholders
- Work collaboratively to solve problems
- Support Senior Field Service Engineer and Lead Field Engineer to meet KPIs, goals, and objectives
Core Responsibilities:
- Provide highly responsive repair and maintenance support, with emphasis on ProCare customers
- Repair equipment in a timely, efficient, and cost-effective manner in line with:
- SSP and Corporate policies and procedures
- External standards (e.g. ISO 13485 & AS/NZS 3551)
- Be trained and qualified in core franchise areas as per training program
- Conduct preventative maintenance in line with:
- Contractual obligations
- Internal procedures
- Support Senior Field Service Engineer in managing state PM program
- Meet and exceed individual targets and KPIs
- Manage individual inventory
- Conduct cycle counts on van and state stock as scheduled
- Support state inventory management
- Develop strong working relationships with:
- Customers
- Sales representatives
- Hospital staff
- Provide technical support over the phone
- Identify gaps in processes or procedures and escalate where required
- Support the revision and creation of internal procedures
- Contribute to improvement initiatives
Additional SME (Subject Matter Expert) Responsibilities
- Develop expertise in specific business areas as directed by manager
- Manage state inventory and ensure timely cycle counts and accuracy
- Manage state preventative maintenance program
- Manage and deliver training programs and assess FSE capability
- Act as eQMS SME:
- Manage change requests, NCs, and CAPAs
- Support root cause analysis, corrective and preventive actions
- Create, review, and update internal procedures
- Identify gaps and lead improvement initiatives
- Maintain compliance with quality standards and QMS
- Participate in continuous process improvement activities
Critical Requirements:
- Positive and enthusiastic team attitude
- Ability to safely use hand, power, mechanical, and electrical tools
- Effective knowledge of basic computer systems (e.g. Office)
- Strong communication skills and ability to build relationships
- Ability to work autonomously and manage time effectively
- Flexible approach to situations
- Ability to learn new skills and processes
- Strong analytical and problem-solving skills
Desirable Requirements:
- Knowledge of medical environments
- Tertiary qualification in Biomedical, Electronic, Mechanical, or related discipline
- Trade qualification in Electrical or Mechanical systems
- Proficiency in ERP systems
- Proficiency in CRM systems
- Understanding of AS/NZS 3551
- Awareness of Australian & NZ electrical and operating theatre standards
Other Requirements
- Ability to travel internationally (approx. 5%)
- Ability to travel interstate (approx. 20%)
- Flexible working hours, including potential urgent responses outside normal business hours
Job Types: Full-time, Permanent
Pay: $70,000.00 – $90,000.00 per year
Work Location: On the road
