Field Service Manager EMEA - DePuy Synthes

Purpose Of The Role

The EMEA Field Service Manager will be responsible for installing and maintaining the regional capital equipment used for professional & internal education events and will travel to events to provide on-sight support. This role will act as a primary capital equipment technical expert for the region, providing proactive support to local market engineers and will help with trouble shooting technical queries and ensure escalations are performed, as required. The role is expected to be certified as “train the trainer”, with the responsibilities of supporting the onboarding and training of future local market engineers.

The EMEA Field Service Manager is expected to partner closely with the regional marketing team and NPI teams to provide field feedback and technical insight, input into existing and future products/processes and help drive process improvements and the deployment of new capabilities for engineers in the region.

You Will Be Responsible For

Under limited supervision and in accordance with all applicable laws/regulations and DePuy Synthes procedures and guidelines, the person employed in this position is expected to:

• Perform installations, maintenance/repair, and software upgrades of the regional fleet demo capital equipment.
• Provide support for installation and maintenance of commercial systems, as assigned.
• Provide onsite field engineer support for regional events. Organization of the logistics for shipment of capital equipment and consumables for events.
• Serves as the primary capital equipment technical expert for questions from country field engineers for EMEA Markets. Build a strong relationship with country field engineers.
• Provide proactive support to country field engineers and assist with troubleshooting and issue resolution.
• Prepare KPIs for EMEA field Work Orders and activities.
• Works closely with FSEs across the region to collate and share concerns, feature requests and bug reports back up to the global service team improving Customer Satisfaction.
• Manage schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced.
• Completes paperwork, documentation and administrative tasks per policy and procedures for all field activities performed. Coach country field engineers through documentation tasks related to field service.
• Ensure that defective capital components from the demo/loaner fleet are sent for repair in a timely manner and with the appropriate documentation
• Manage spare parts inventory for the demo fleet of capital systems. Ensure that replenishment is ordered, as needed.
• Manage the inventory levels for field replacement parts for the country field engineers.
• Organize and lead training courses for newly recruited EMEA field engineers
• Assist in providing responses for regulatory questions and audits pertaining to EMEA field activities.
• Participate as key field representative in new product preparation, product/procedure improvement initiatives, customer engagement, or any matters as assigned.
• Gather data, analyze data, identify trends, identify root cause, provide remedial actions, devise and implement plans to improve product performance and improve customer satisfaction on assigned products identified area of improvements.
• Responsible for communicating business related issues or opportunities to next management level.
• Performs other duties assigned as needed.

The role is anticipated to involve 40% travel across the EMEA region.

Qualifications / Requirements

• BSc in Electrical, Mechanical, Software Engineering, or another technical field with 7+ years of related experience
• Fundamental understanding across software, controls, robotics, mechanical, and electrical engineering; demonstrated depth in one or more areas with the ability to rapidly learn others.
• Experience decomposing complex engineering problems into solvable training tasks.
• Strong grasp of system architecture, implementation, testing, and maintenance concepts.
• Excellent self-starter with a can-do attitude and strong communication skills; ability to explain technical concepts in clear, accessible language.
• Hands-on experience with electromechanical or robotic systems.
• Understanding of GDP principles (or equivalent regulatory/compliance frameworks relevant to medical devices).
• Medical device, healthcare, and/or robotics experience.
• Strong analytical, organizational, communication, and problem-solving skills to assess trainee readiness, identify gaps, and deliver well-sequenced training that improves outcomes.
• Ability to travel at short notice.
• Ability to operate company vehicle with appropriate license.
• Ability to work weekends and “off hours” as needed to support customer and business needs.

Required Skills

Preferred Skills