Field Service & Support Specialist – Zuchwil, Switzerland
DePuy Synthes is recruiting for a Field Service & Support Specialist. The role focuses on the technical and clinical support of Velys Digital Surgery (Orthopedics) hardware, liaises between commercial and support functions, and manages administrative aspects of field deployment.
Key Responsibilities
* Lead technical steps for hardware installation in internal/external events and operating rooms.
* Supervise preventive maintenance, repairs, field actions, and software updates.
* Support customers and staff in acquiring skills to operate hardware in OR.
* Train customers, sales, and clinical teams on hardware usage.
* Serve as first point of contact for hardware questions.
* Manage customer expectations to ensure satisfaction.
* Provide on‑site support during product introduction and complex procedures.
* Assist with technical troubleshooting.
* Visit ORs regularly to ensure optimal usage, storage, and maintenance.
* Consult with sales team on optimal hardware setup for events and operations.
* Help Capital Equipment team with planning, product management, new introductions, and conversions.
* Promote hardware and technologies during educational and scientific events.
* Develop promotion and training materials.
* Act as DRI for internal teams (Marketing, Supply Chain, Technical Service/After Sales) on hardware placement, use, maintenance, repairs.
* Oversee design and implementation of processes for hardware sales, placement, maintenance, and repairs.
* Keep knowledge of hardware field presence status.
* Report ideas for process improvement.
* Coordinate loaner hardware procurement, allocation, and deployment.
* Connect with CH, GLOBAL, EMEA colleagues on hardware topics; act as DRI for hardware inquiries.
* Ensure compliance with quality and regulatory measures.
Required Qualifications
* Higher education degree in engineering or equivalent.
* Specialization in Medical Devices (strongly preferred).
* 3–5 years technical experience with Medical Devices.
* Experience with orthopedics (preferred).
* Readiness to work in OR during surgeries.
* Fluency in English, German, and French.
* Proactive problem‑solving skills.
* Ability to navigate a multi‑functional corporate environment.
* Readiness to complete all hospital and government requirements and guidelines.
* Strong organizational and planning skills.
* First 12 months frequent travel in Europe possible.
* After 12 months travel limited to Switzerland with short‑notice travel.
Additional Skills
* Analytical reasoning, communication, continuous improvement, customer service, customer support, incident management, problem solving, project management, SAP Field Service Management, Service Request Management, teamwork, technical credibility, troubleshooting.
Equal Opportunity Statement
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local law.
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