Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
We are looking for a Field based role to look after Spain and Portugal and being based in the area of Barcelona where we have our site in Spain.
To prepare Smith+Nephew for its next stage of growth, a Global Service Organization is being formed to focus on our service business. This is aligned to our ambitions for growing the Company and to be positioned as an industry leader.
The Global Service Organization aims to strengthen our financial and performance metrics by creating a homogenous service process and global standard for all franchises. It will also invest in Field and Remote support teams, build an extensive portfolio of valuable services across the globe and establish a complete end-to-end approach under a global leader.
What will you be doing?
This role will report to Field Service Manager Europe.
The scope of this Remote Support / Field Service Engineer role will be :
* Member of the International Field Service team
* Work across all Franchises to support customers and distributors via phone and eMail on all 1st / 2nd level complaints
* Installing and decommissioning of S+N hardware on site
* Solving Problems and Preventive Maintenance on site
* Basic Technical Trainings to End-Users at customer site
* Promoting S+N service contracts and added new value and selling S+N accessories
Core responsibilities
* Supporting End-Users (Spain and Portugal) and international Distributors via phone and eMail on all technical questions and complaints (1st and 2nd Level support)
* Installing and Decommissioning of S+N hardware at customer site
* Scheduling and performing on site PM’s according to S+N SOPs and guidelines
* Preparing instruments for transportation
* Support customers and distributors solving their product issues throughout the entire repair process
* Solving problems on site at customers
* Perform basic technical trainings for hospital owned biomedical engineers
* Promoting S+N enhanced service offering and support the sales team selling service contracts or other valuable contributions
* Participation in S+N trainings and conference calls. Acquisition and maintaining current knowledge of technical issues distributed by eMail, SOPs, etc.
* Recording of maintenance, complaints and service visits in the form of a field report and / or through ServiceMax
* Assisting Sales and Marketing staff with any instrument pre-qualifications or technical matter
* Providing cover for other European Remote / Field Service Engineers as required
What will you need to be successful?
* Technical Education (Ideally Biomedical Engineering or similar Education)
* Experience ideally in the Medical Devices Industry
* Demonstrated ability to use data for effective decision making
* Preferred experience in using SAP, Salesforce.com / ServiceMax and / or other ERP / CRM platforms
* Fluent in Spanish, and English (spoken and written). Portuguese and other languages will be a plus
* Experienced working in a Matrix Organization
* Basic IT / Networking knowledge
* DiOR (Digital OR) experience is a plus
Skills
* Strong communication and consensus-building skills
* Oriented to detail and technical attitude
* Start up approach (open to build and create process)
* Great teammate
Additional requirements :
* Requires travel up to 4 days per week
* Valid Driver License
You. Unlimited.
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
* Inclusion, Diversity and Equity : Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website ()
* Your Future : Generous annual bonus, Save As You Earn share options.
* Work / Life Balance : Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
* Flexibility : Hybrid Working Model (For most professional roles).
* Additional benefits depending on the role
Applications :
If you share our passion for pioneering innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you.
We continue to actively build an environment where every individual can fulfil their potential and be proud ambassadors for Smith & Nephew, our customers and their patients.
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