Clinical Application Support Engineer


Applicants: Click here to apply


Position Description:

Responsible for maintaining customer satisfaction, providing both verbal and written clinical and application support to end users, MAKO Surgical Field Service Engineers, MAKOplasty Specialists, Sales personnel, and International Distributors. Works with other departments to ensure that current and future products meet all end user requirements. Resolves customer satisfaction issues by providing solutions to complex clinical application issues.


Responsibilities:

• Respond to clinical application questions and inquiries from Field Service Engineers (FSE), MAKOplasty Specialists (MPS), Customer Service Representatives (CSR), Sales, and International Distributors via telephone, fax or email.
• As a certified MPS level engineer, provides on-site surgical support to MPS & engineering teams as necessary.
• Works directly with engineering and QA/RA departments to resolve open CAPAs and Complaints. Coordinates with department manager to communicate resolutions to customers.
• Provides input to and acts on Customer Support’s behalf on new or improved products and applications.
• Oversees development of in-house segmentation project.
• Identifying and development of required test fixtures and procedures.
• Identifies and effectively communicates surgeon and staff training needs. Assists training department in the development of training programs as required.
• Assist in the development of and provide content to web based knowledge base system for domestic and international customers.
• Documents and provides VOC input to Customer Relations Manager.
• Provide input to the design of the customer support web site content.
• Ensure proper documentation in CRM system to ensure FDA compliance.
• Provide support at industry trade shows and road show demonstrations as required.
• Represent the end users in the verification and validation processes of new product and software releases.
• Monitor surgical case reports and communicate any problem areas or suggestions for product or support improvement to necessary departments/teams through regularly scheduled QC meetings.
• In coordination with Department Manger, support new product releases ensuring successful launch.
• Act as an observer on all ECN releases, keeping product performance and overall applications in mind.
• Develop and maintain a detailed working knowledge of all MAKO medical devices for purposes of providing comprehensive support to all users.
• Work with training department to ensure continuous updating of basic product application skills.
• Perform other duties, as needed, to assist the Department Manager.
• Meet with department manager on a regular basis to review major activities, sensitive issues, and progress towards department objectives.
• As required, assist with special tasks. These may include helping to solve complex domestic or international support related issues.

• Bachelor’s degree in Engineering discipline, or an equivalent combination of education and experience.
• 3+ years as a clinical engineer or equivalent experience.
• Experience in the orthopedic implant industry. Robotics or navigation experience preferred.
• Possess a very high degree of technical proficiency, excellent problem solving skills, and analytical ability.
• Public Speaking and teaching skills.
• Travel both Domestic and International required



Applicants: Click here to apply