DePuy Synthes is recruiting for a LATAM Administration & Secretarial, locatedin Cerro Colorado, Chile.

The Field Service & Support Specialist’s primary responsibility centers around technical and clinical support ofVelysDigital Surgery (Orthopedics) hardwareShe/he also serves as a liaison between commercial and support functions of the organization and holds responsibility for relevant administrative aspects of hardware field deployment. Under limited supervision, the Individualis responsibleformanagingthe customer support system in the installation,serviceand repair of all capital products (VelysDig). Responsible for interaction with customers over the phone and in person for the handling of customer technicalinquiriesand complaints.

KeyResponsibilites

Technical & Clinical Application Support:

• Leads necessary technical steps to prepare for DePuy Synthes hardware (hereinafter “hardware”) installation for the company (internal and external events) and operating room (OR)

• Supervises required actions on preventive maintenance, repair, fieldaction,and software updates

• Supportscompaniesand customers with obtaining all necessary theoretical and practical skills operating hardware in OR

• Trains customers, sales and clinical teams on hardware usage and application

• Serves as first point of contact for customers’ and teams’ hardware questions

• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction

• Provides non-clinical and clinical on-site support on hardware usage during new product introduction and/or complex procedures

• Supports teams and customers with technical troubleshooting

• VisitsORs with hardware ona regularbasis to ensureoptimalusage,storage,and maintenance

Capital Equipment Selling Consulting:

• Consults sales team and customers:optimalhardware set up for events and inthe operatingroom

• Supportsthe CapitalEquipment team with planning, product management, new productintroductions,and conversions

• Promotes hardware and relevant technologies during educational and scientific events

• Develops promotion and training materials for internal and externaltrainingand events

Aftersales & Customer Support Coordination:

• Serves asa commercialorganization’s DRI for teams like Marketing, Supply Chain, Technical Service/After Sales team and other internal stakeholders on hardware placement, usage,maintenanceand service & repairs

• Oversees design and smooth implementation of processes relevant to hardware selling (placement), maintenance and repairs including but notlimitedto liaising with other internalfunctionstoensureflowless service provision to customers

• Holds up-to-date knowledge of hardware field presence status

• Observes and reports her/his ideas on processes and approaches improvements and implementations of process enhancements (capital equipment process development)

• Coordinates loaner hardware procurement,allocationand deployment

Other:

• Connects with CH, GLOBAL and EMEA colleagues on hardware relevanttopicsand serves as DRI for hardware inquiries

• Ensures all necessary hardware-relevant quality and compliance measures are respected

Required Qualification:

• Higher education degree in engineering or equivalent (required)

• Specialization in Medical Devices (strongly preferred)

• Min 3-5 years of technical experience with Medical Devices (required)

• Experience withorthopedics(preferred)

• Readiness to be present in OR duringorthopedicsurgeries (required)

• Fluency in English, German and French (required)

• Proactive problem solving/solutionseeking

• Ability to navigatea multi-function corporate environment

• Readiness tocompleteall necessary hospital- and government-imposed requirements and to follow all existing hospital and OR presence guidelines (required)

• Strong organizational and planning skills

• First 12 months frequent travel in Europe possible

• After ca. 12 months frequent travel limited to Switzerland, ability to travel on short notice