To serve as a critical resource in supporting the Field Service team in order to increase the competitive advantage of our Surgical Business and the customer satisfaction in the market. Key Responsibilities
Complete preventative maintenance routine as scheduled and per contract conditions, as well as emergency calls. Test repaired instruments in all operating modes and demonstrate that repaired instruments operate at BVI's specifications. Minimize instrument failure call back. Install retrofits and instruct customers of resultant benefits and changes. Responsible for customer satisfaction on assigned territory. Ensures a high level of communication with customers, sales force, Clinical Applications and operations within the operating region, to ensure customer needs are rapidly addressed. Communicates equipment problems, quality issues and customer concerns to the appropriate in-house personnel within the established guidelines. Consult with local and international management on chronic or unusual problems. Responsible for controlling expenses within budgeted guidelines. Support spare parts management, including the timely return of strategic spare part cores. Maintain minimal spare parts inventory while achieving high customer service. Attain inventory turn goals for the area/region. Ensure all resources (parts, tools, etc.) are available for successful customer call completion. Strategically promote, educate and market BVI's services to customers. Ensure reporting and CRM system management. Provides timely and accurate documentation on services performed. Provide feedback to the sales force and management team and inform about any commercial opportunity. Feedback may include customer, competitor and market information gained through customer contact. Achieve technical training certifications to meet requirements and scope of responsibilities. Properly manage company assets (Company vehicle, test equipment, computer, etc.). Where applicable, sell contract services. Maintain and support GMP/QMS and any local regulation requirement. Qualification
3+ years service environment experience ideally in medical devices. Company
BVI is refocusing the future of vision. As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver (Knives and Blades), Visitec (Cannulas), Malosa (Single-Use Instruments), Vitreq (Vitreoretinal Surgical Products) and PhysIOL (Premium IOLs), and spans more than 90 countries. We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept – taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus. Learn more at
#J-18808-Ljbffr