International Product Support Engineer


Applicants: Click here to apply


Position Description:

Located abroad, responsible for providing verbal, written and on-site technical, clinical and application support to end users and MAKO Surgical Corp Distributors. Performs on-site installation, maintenance and repair of MAKO products. Resolves customer satisfaction issues by providing solutions to complex technical and clinical application issues.


Responsibilities Include:

• Respond to technical and clinical application questions and inquiries from end users and Distributors via telephone, fax or email.
• Proficient in the repair, maintenance, operation and clinical use of MAKO Surgical Corp. systems and instrumentation. Possess thorough knowledge of the surgical orthopedic industry.
• Prepare and submit applicable documentation in a complete, accurate and timely manner as directed. This includes but is not limited to, service reports and checklists, VOC, formal complaints and system configuration control.
• Assists MAKO Product Support and clinical training departments with on-going technical and clinical training of hospital staff, surgeons and Distributor personnel.
• Maintain a working knowledge of Customer Service functions and activities in support of the international distribution process.
• Manage all service tooling ensuring calibration cycles are maintained.
• Actively identify and effectively communicate surgeon and staff clinical training requirements.
• Provide content to web based knowledge base system.
• Manages the escalation process to resolve customer service / delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Support industry tradeshows and demonstrations as required.
• Communicate any problem areas or suggestions for product support improvement to department manager.
• Develop and maintain a detailed working knowledge of all MAKO products for purposes of providing comprehensive support to all users.
• Work with MAKO training department to ensure continuous updating of clinical application skills.
• 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 international support related issues.

• Bachelor’s degree in Engineering discipline, or an equivalent combination of education and experience.
• 5+ years as a support or manufacturing 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