Field Service Support Specialist - Medical Field Service (720844) (Remote Ohio)
Zimmer Biomet

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.

This position is the primary liaison between Zimmer Biomet sales force, customers and service groups for service request and first line troubleshooting of related products.

• Manages and monitors all repair requests and work orders.
• Ensures timely dispatch of service providers and customer communication.
• As the Subject Matter Expert is responsible for in-depth understanding of performing installation, maintenance, repair and service of ZB surgical capital equipment in the support of safety, regulatory, reliability, compliance, asset management and continuous improvement.
• This position will support service growth and revenue through communication and in-person interactions with current, prospective customers, service and sales team regarding Zimmer Biomet Surgical products.
• Educates appropriate HCP personnel, sales and service providers as to the proper maintenance of surgical equipment, non-clinical functionality and updates.

• Assesses and shared opportunities for the sale of service contracts, upgrades, parts, consumables and billable labor revenue to meet established goals and guideline
• Responsible for day-to-day account service dispatch status and service work orders assigned
• Supports and works in tandem with Sales Account Managers, Regional Service Managers and Service Providers in field to identify issues and communicate account service needs
• Demonstrates and utilizes critical thinking in assessment of performance, troubleshooting, reliability and risks associated with installed medical devices
• Basic troubleshooting, installation, maintenance and repair on designated equipment
• Supports Preventative Maintenance (PM), installations, field modifications and contributes to the planning, documentation and execution
• Works with the Manufacturing, Engineering, Tech Support and Customer Service teams to ensure high quality products are designed, manufactured and delivered to customers on-time
• Acts as a liaison between the Company and customers on quality and performance of products
• Promote the highest levels of customer satisfaction through the timely response of customer inquiries, clear and effective communications, and professional appearances

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

• Basic understanding of ZB capital equipment service best practices.
• Knowledge and experience of corrective & preventive maintenance processes.
• Knowledge and experience of equipment records and associated regulatory compliance.
• Ability to coordinate work with timely and thorough follow up.
• Ability to prioritize and adjust priorities based on business needs.
• Ability to communicate with all levels of company hierarchy and have decision making abilities.
• Strong organizational and documentation skills.
• Mastery of the tools required to diagnose basic service issues in any type of environment.
• Strong understanding of perioperative protocol and hospital regulations
• Demonstrated ability to communicate with and influence others.

• B.S. in Biomedical Engineering, Computer Science or similar discipline preferred. Candidates with AAS in Biomedical Equipment Technology, Electronics or Laboratory Equipment Technology or equivalent trade school, hospital or military experience will be considered.
• 3-5 years of experience in field support or other customer facing functions related (biomedical or medical field service) capital equipment experience or an equivalent combination of education and experience.
• Strong time management skills.
• Ability to adapt to changing circumstances.
• Decision-making, problem resolution and creative thinking skills
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• Resourceful, with the ability to work independently.
• Proficient level of computer skills including MS Word, PowerPoint, Excel and Outlook.

• 10% predominantly by car

At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.

EOE M/F/vet/Disability