Field Service Engineer

Job Reference: WM – 2044

Location: Cambridgeshire

Salary: £40,000 - £50,000

Job Type: Permanent

Job Description

Field Service Engineer


  • Installation, troubleshooting, repair and scheduled maintenance of our integrated surgical robotic systems within the assigned territory
  • Ensuring Preventative Maintenance actions are carried out precisely and on time and to ensure all service works are clearly and accurately documented
  • Performs remote log analysis using dedicated engineering tools
  • Owning customer issues from identification of issue through to resolution and maintaining great customer satisfaction
  • Provide technical support to end-users and internal company teams including Commercial, Marketing, Professional Education and Clinical
  • Helping develop the technical support & service processes
  • Maintaining customer service logs, internal service records and accurate configurations of the installed base
  • Managing spare parts inventory, from ordering to managing the reverse logistic of spare parts and calibration tools
  • Ensuring all administrative tasks are performed on time (CRM Field Service orders, Reverse logistic paperwork, expenses…)
  • Providing feedback to Engineering Development and Manufacturing teams (call escalation)

About You:

  • A relevant technical degree and / or experience and excellent practical mechanical and electronics experience
  • Based in the UK within 1hr drive of an international airport
  • Be prepared to cover field service outside of the UK
  • A can-do hands-on attitude
  • Ability to self-schedule his/her activity (PM Schedule, system upgrades, repairs)
  • Pro-active service mindset
  • Ability to communicate with internal and external customers in high pressure situations and maintain strong customer relationships
  • Good listener and strong communication skills (both oral & written)
  • Willingness to work in a cross functional environment (Sales, Customer Ops, Product Support…)
  • Proven track record in independently troubleshooting complex electro-mechanical systems
  • A mechanical aptitude for performing any mechanical component repair or re-placement to exacting standards
  • Electronics experience and ability to perform software updates via engineering interfaces
  • Field Service Experience within a regulated environment such as medical/pharmaceutical or aerospace
  • Good written English and the ability to use Microsoft Office suite tools.
  • A full driving licence, be capable of travelling at short notice and be able to handle the rigours of air travel

It would be desirable to have:

  • Experience and knowledge of Operating Theatre protocols and working with hospitals (highly desirable but not essential)
  • Experience in servicing capital equipment would be beneficial (Imaging, surgical robotics, radiotherapy…)

Job Application:

If you would like to be considered for this role, please apply to send a copy of your full CV – or call us now.

Whilst this position may not be of interest to you or suit your skills and experience, please don’t hesitate to get in contact with a member of the team at Willcox Matthews to understand how we can support you.

We receive a large number of applications for all of our positions – Therefore, If you have not received a response within 10 working days, your application has unfortunately been unsuccessful on this occasion.

Candidates must be eligible to work and live in the UK