Assoc Manager, Regional Field Service Training

2 weeks ago

Singapore Zimmer Biomet Full time

The Regional Field Service Training and Support Associate Manager for ROSA® robotic platforms will be a member of the Global Service Engineering team and fulfil a dual role for their region.
- Collaborate with the ROSA Field Service Engineer (FSE) Training Manager to create, update and deliver the training program for ROSA FSEs.
- Act as a liaison with the FSE team to provide feedback and help improve processes and assist in high level complaint investigations and implementation of sustaining engineering projects
- Support the Montreal and Montpelier team as needed as a system SME.

**Principal Duties and Responsibilities**:

- Gain highest level of understanding across all ROSA robotic platforms
- Help develop a multi-layered training and certification program for Field Service Engineers (FSEs) including onboarding, field training, advanced training, and specialized interventions programs
- Organize and deliver training programs for the FSEs
- Oversee on the job training for FSEs in collaboration with FSE Managers
- Provide feedback to the design team on product enhancements and serviceability improvements
- Assist in validating new procedures before field releases
- Support FSEs on PMs, CMs, installations and KPI tracking & reporting
- Direct day-to-day activities for FSEs in region
- Develop collaborative, cross functional relationship with internal & external stakeholders include but not limited to GMs, country managers and other members of the commercial team.
- Provide evaluations or evaluation input of region based FSEs as necessary
- Support needs of Montreal and Montreal teams as needed as a system SME

**_This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions"._**

**Expected Areas of Competence**:

- Demonstrate excellent technical abilities and personal interest in mechanical, electrical and computer sciences
- Demonstrate excellent troubleshooting skills and mechanical aptitude
- Demonstrate excellent teaching abilities and presentation skills
- Excellent communication and organizational skills
- Proven ability to communicate in a cross-functional team environment
- Ability to work without specific direction on daily activities
- Proven ability to follow all internal communications and documentations
- Demonstrate mutual respect, constant communications, and a positive outlook with both internal team members and customers
- Proficiency in using Salesforce ServiceMax tools and software
- Demonstrate high collaboration mindset & attitude, working closely with internal product, marketing & commercial team members

**Education/Experience Requirements**:

- Bachelor Degree in Engineering or relevant Science
- Minimum 5 to 10 years of relevant industry experience in field support or engineering with troubleshooting experience, preferably with a medical device company
- Teaching or coaching experience preferred
- Prior experience with Robotics preferred
- Prior project management experience a plus
- Open to work flexible hours, including evenings, weekends and the possibility of holidays

**Travel Requirements**:

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