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Field Service Depot Supervisor

Company: Globus Medical, Inc.
Location: Methuen
Posted on: October 9, 2020

Job Description:

At Globus, we move with a sense of urgency to deliver innovations that improve the quality of life of patients, inspired by the surgeons and healthcare providers who treat them.

Our world-class engineering works to transform clinical insights into tangible musculoskeletal solutions. We are constantly in pursuit of better patient care, and we understand that speed is critical because life cannot wait. Join us!

Position Summary:

The Field Service Depot Supervisor will provide technical assistance and oversight to the field service depot engineers, while ensuring compliance with all company policies & procedures and maintaining compliance with US FDA and international medical device regulations and ISO 13485 quality system requirements. The main responsibilities will also include actively participate in and provide support for customer phone inquiries, technical questions, and the documentation of all customer reports complaints / problems to ensure that customers are satisfied, and that their needs are fulfilled.

The responsibilities of the position include, but are not limited to, the following:

* Maintaining service management SOPs (call handling, field service reports, service bulletins, field modifications and periodic maintenance) in coordination with field service manager

* Engaging in the NPI process and influence decisions regarding design factors that directly affect serviceability and field replaceable units, in coordination with field service manager

* Assisting the Field Service Depot Engineer with software upgrades, procedure creation, procedure validations, new product releases, change order management and system maintenance

* Maintaining field replaceable unit (FRU) and refurb inventory levels physically and electronically, while ensuring to update inventory to the latest revision as needed

* Participating in the returned material authorization (RMA) processing by receiving, diagnosing, dispositioning and repairing or RMA with suppliers of returned parts

* Ordering parts and supplies as needed for the field service department in coordination with supply chain department

* Building FRU kits and ship FRUs to the field as needed

* Participating in internal meetings with engineering, manufacturing and quality departments.

* Understanding basic technical terms and the operation of the system

* Adhering to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies. Ensure Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role

* Representing the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties of Globus

In order to be qualified for this role, you must possess the following:

* Minimum 5-7 years of experience in technical customer service / field service operations with administration skills; Experience in the medical device industry preferred

* Minimum of 5 years previous supervisory experience, preferably in-service management and customer support

* Bachelor s Degree in Engineering or Associates Degree with equivalent experience

* Services experience (e.g., Clinical Services/Biomed, Radiology) and a strong understanding of healthcare capital equipment

* GMP and ISO knowledge (ISO 13485)

* Strong MS Office experience

* Knowledge of quality and/or reliability engineering is a plus. Must be able to make solid decisions that effectively support the business and company policies.

* Ability to work effectively within a fast-paced environment

* Well organized, detail oriented and capable of meeting strict deadlines

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Globus Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

JOB CODE: 1000393

Keywords: Globus Medical, Inc., Methuen , Field Service Depot Supervisor, IT / Software / Systems , Methuen, Massachusetts

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