Field Service Engineer (East Anglia) in Norwich at Stryker Corporation

Date Posted: 11/13/2020

Job Snapshot

Job Description

The Job's Mission  

To play a leading role in supporting the on-site technical needs of Stryker customers. Perform scheduled preventative maintenance (PM) and complete repairs, as per Stryker’s standards and procedures, on medical equipment from Stryker’s Medical portfolio. The Field Service Engineer will be responsible for managing their own routine preventative maintenance schedule and will be responsible for conducting repairs on their territory. They will also be a requirement to commission and install equipment and to perform software and hardware upgrades on Stryker products. The Field Service Engineer will produce weekly reports to the Field Service Supervisor, will provide service reports to customers and will ensure traceability of work and Stryker products via Stryker reporting tools and software packages. The field service engineer will support other territories and team members as per business requirements. Collaborate with Sales, Customer Service, RAQA and technical support to ensure smooth service delivery, customer satisfaction and further growth of ProCare Service contracts. Build long term relationships with customers, subcontractors and team members to ensure responsiveness and superior customer service.

Job description

To maintain professional and profitable repair and preventive maintenance service business on Stryker’s products while ensuring compliance with the quality system and manufacturer specifications.  Deliver  technical assistance and documentation to internal and external customers. 

  • Deputy:                              None
  • Assigned employees:     None
  • Department:                     MedSurg                                  
  • Authorization:                   i.A.   
  • Supervisor:                       Technical Field Service Manager                        

Accountability                                                                   Time rate  in %

Service Responsibility                                                      60%

  • Repair and check electronic / mechanical Stryker products
  • Do annual check and calibration according to MDR on customer site
  • Fulfill Service contracts with planned maintenances
  • Installation of Stryker systems on customer site (e.g. Integrated OR)
  • Software & Hardware Upgrades
  • Delivery of technical Training to internal & external

Reporting                                                                              25%

  • Efficient and thorough documentation of service activities for internal and external reference
  • Scheduling of Customer visits in cooperation with Customer service
  • Ensure traceability of all field based Stryker products through reporting tools
  • Attend team meetings, deliver presentations to encourage team development

Sales Support                                                                       10%

  • Give technical support to Product Managers and sales staff
  • Give technical support to Customers and Sales Department
  • Give IT support on certain instruments
  • Escalade opportunities and issues appropriate

Head office support                                                               5%

  • Ensure excellent follow-up on all customer initiated issues
  • Ensure service provided is invoiced if not under warranty

Working conditions

  • Work will take place in a varied range of scenarios including the workshop, hospitals, and theatres
  • Field Service Engineers will be expected to engage with key customers and stakeholders including Theatre Staff, EBME Staff and Managers, CSSD Staff, Procurement and Purchasing Staff
  • Travel will be a regular occurrence within the defined region, in which case accommodation will be provided or arranged to the standard level within Stryker travel policy.

Job Dimensions

  • Responding to Service Complaints as defined
  • Turn around time for repairs
  • Profitability of the field service business
  • Individual objectives as defined annual


Degree in engineering medical electronics and camera technology or equivalent, at least one of the following:

  • Electrical / Electronic / Telecommunications / Mechanical / Software
  • Medical Physics
  • Technology Subjects

Fluency in both spoken and written (technical and medical) English

Adequate IT-knowledge (Microsoft Office, Lotus Notes, MFG/Pro, PS3, Outlook)

Good skills in local language


  • Minimum 3 years experience in medical electronics, combined with good mechanical skills
  • Minimum 2 years experience in the hospital environment and health care work
  • IT experience on administrative and technical level  

Competencies (skills, knowledge, requirements)

  • Self-directed imitators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
  • Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.
  • Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
  • Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
  • Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

Work From Home: Field-based

Travel Percentage: Up to 75%

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