Global Field Service Manager

About us

At Distalmotion, we believe that every patient undergoing minimal invasive surgery should benefit from the best of surgical expertise and robotic technology. This is the vision that made us create Dexter, the world’s first and only on-demand robotic surgery system. Thanks to Dexter, surgeons have never been closer to their patients while benefiting from robotic best-in-class technology.

Distalmotion has been created in 2012 by passionate and open-minded people with various experiences. Today, we are still convinced that an inclusive and international company culture is the best way to continue growing. Our leadership is highly committed to promote diversity among the teams and welcome every employee based on their identity.

You are looking for a new fulfilling challenge in a fast-growing medical device company? Join a team engaged in making on-demand robotic surgery the new medical revolution.

About Global Field Service Manager

The Global Field Service Manager is responsible for the delivery of support to Distalmotion systems over Europe and the US. Working closely with commercial, clinical specialist, Complaint Handling and Service Support teams, he is the primary level of customer site accountability. This individual will implement a detailed service strategy to answer all customers’ needs.

Tasks

• Promoting customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and supervising efficient repair/maintenance activities.
• Directly manage Field Service Engineers, including team schedule and daily supervision of work activities, FSEs training and performance management, managing all tools and equipment for FSEs.
• Manages, prioritize and executes field service activities which include corrective and preventive maintenance, Installations, software and hardware upgrades and spare parts management.
• In charge of service spare parts inventory, and timely return and repair of defective parts to maintain spare parts availability.
• Acts as a main point of contact for customers. Ensures all customer issues are satisfactorily resolved utilizing escalations to engineering, manufacturing and other teams as needed. Regularly visits clients and keep close relationship with key contacts.
• Closely collaborate with regional Commercial teams to develop regional based Sales/Service strategy and provide unified support to customers. Supports the sales of Service Contracts.
• Building and leading a team of Field Service engineers, overseeing their schedule and training.
• Build field service organization in new territories, plan future staffing requirements and recruit qualified personnel as appropriate to support expansion of the customer base.
• Develop Service SOPs, establish and monitor service KPIs regarding field service performance, parts usage, warranty repairs, and maintenance contract activity.
• Provide feedback to Service Support team to improve system reliability and serviceability.
• Manages ERP service module (asset management, device history) ensuring full traceability of installed base and service activities.
• Ensuring compliance with relevant norms and regulations over all installed base territory, establishing and maintaining appropriate documents and records where needed.
  

Requirements

• 5+ years in field service management with high technology electrical/electronic products. Prior work experience with a Medical Device manufacturer would be a plus.
• Excellent organizational and leadership skills.
• Excellent communication and customer relations skills.
• Experience in CRM and ERP development.
• English mother tongue or C2, other language nice to have.
• An ability to travel up to 60% of the time is required

Benefits

• Opportunity to work in a fast-growing company active in one of the most promising fields of medicine.
• Permanent contract with 25 days of paid vacation.
• A dynamic atmosphere in an internationally minded environment.
• Benefit from one day per week working remotely to boost flexibility.
• Other benefits : Mobility plan, competitive company pension plan, support for gym memberships.
• Regular team building events such as boot camps, skiing and much more.

Distalmotion is a medical device company founded and based in Lausanne, Switzerland. It was founded in 2012, as a spin-off from the Robotics Lab of the Swiss Federal Institute of Technology in Lausanne (EPFL).Our objective is to remove the complexity out of robotic surgery in order to fast track its widespread adoption in minimally invasive care. To do so, we want to continue disrupting minimal invasive surgery - b