Field Service Engineer
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Job Description
Field Service Engineer maintaining and supporting Intuitive’s robotic-assisted surgical systems. Providing troubleshooting, installations, upgrades, and hospital staff training across Japan.
Responsibilities:
- 顧客の保守契約に基づき、製品の保守・修理・技術サポートを提供
- 基本的なシステム操作のトレーニングやトラブルシューティングを提供
- テクニカルサポート、プロダクトサポート、他のFSEと連携してトラブルや修理に対応
- システムインストールおよびアップグレードを事前検証から納品まで担当
- インストール、アップグレード、契約更新、予防保全、洗浄・滅菌レビュー、I&A不具合対応、オンサイトトレーニング、AEXおよび有償修理を含むサービスコールに対応
- サービス契約や保証契約に沿ってサービスを提供
- 患者への影響や会社の戦略に基づいてサービスコールを優先順位付け
- 営業担当やチームメンバーと協業し、エスカレーションを管理
- 有害事象発生時に関係者へ情報共有
- 手術室プロトコールを理解し運用
- I&Aの苦情解決・予防、インストゥルメント機能のトラブルシューティング、洗浄・滅菌レビューおよび顧客トレーニングを実施
- 顧客スタッフ、外科医、ダビンチコーディネーター、CEなど病院職員にトレーニングを提供し、信頼関係を構築
- 使用説明書更新や既存機能アップグレードに関するエンドユーザートレーニングを実施
- 評価基準と顧客フィードバックを確認し、業務スタイルやシフトを調整
- 出張費、残業、運送費などの経費を管理
- サービスオーダー、レポート、経費精算などの事務処理を期限内に実施
- スペアパーツ在庫を管理
- 展示会などをサポート
- 低侵襲手術・診断システムの臨床的基本原理を理解し、顧客苦情に対応
- マネジメントチームやサポートチームへフィードバックし、プロセスと業務効率を改善
Requirements:
- 医療機器または電子機械システムのトラブルシューティング経験（2 年以上が望ましい）
- 顧客対応や社内外関係者との調整に必要な高いコミュニケーション能力
- サービスレポートや事務処理を正確に行うための事務管理スキル
- Microsoft Office 等の一般的な PC 操作スキル
- 高等専門学校卒以上（医用生体工学・電気工学系が望ましい）
- 日本語：ネイティブレベル
- 英語：業務上必要な読解・文書作成能力
- 普通自動車運転免許必須
- 医療機器関連の社内外研修受講経験があれば尚可
- 医用生体工学または電気工学系の学士号以上（望ましい）
- 医療機器分野でのフィールドサービス経験（1～3年以上が望ましい）
- 英語での顧客対応や技術説明が可能な口頭表現力
- 医療現場でのチームワーク経験やプロジェクト推進経験があれば尚可
Benefits:
- Employees can work remotely
- リモートワーク制度あり
- フレックスタイム制度導入
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