Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.
As a Field Service Engineer – Growth, you will be at the heart of that mission. More than just a technical expert, you will act as a trusted partner to our customers, delivering exceptional service support while playing a direct role in driving business growth across the region. Whether solving complex issues remotely or on-site, you'll be instrumental in strengthening our service footprint, elevating customer satisfaction, and unlocking new opportunities for value creation.
This is an exciting opportunity for a technically skilled, service-minded professional who is ready to grow their career in a dynamic and impact-oriented environment.
Responsibilities:
Technical Support & Service Delivery
- Serve as the first line of response for remote and on-site technical inquiries, complaints, and service requests.
- Perform installation, commissioning, decommissioning, and routine preventive maintenance in line with company SOPs.
- Troubleshoot product and system issues across hardware and software platforms, ensuring timely and accurate resolution.
- Support equipment handover, documentation, and logistics coordination.
Customer Engagement & Training
-Provide technical instruction and operational training to biomedical engineers and clinical users.
-Foster trust and credibility with healthcare providers and distributor partners through consistent, high-quality support.
-Maintain accurate service documentation, including field reports, complaint logs, and maintenance records.
Growth Impact & Commercial Enablement
- Actively identify and support service-related revenue opportunities during site visits and remote interactions.
- Collaborate with Sales and Marketing teams to promote enhanced service offerings, such as service contracts, upgrades, and accessories.
-Influence buying decisions by demonstrating the long-term value of preventive care, uptime, and performance reliability.
- Contribute to achieving regional service growth targets by enhancing customer loyalty and expanding the service footprint.
- Support pre-sales technical input and tender submissions in alignment with commercial teams.
Collaboration & Continuous Development
-Participate in internal technical training, product updates, and service calls.
-Share best practices and support regional service engineers as needed.
-Stay informed on new tools, technologies, and procedures to continuously improve field performance.
Requirements:
-Degree or diploma in Biomedical, Electronics, Medical Technology, or a related technical field.
- 1–3 years of field service experience, preferably within the Medical Devices, Diagnostic Equipment, or Healthcare Technology sectors.
-Proven hands-on expertise in installation, troubleshooting, repair, and preventive maintenance of electromechanical or digital medical devices.
-Prior experience working with Smith+Nephew capital equipment or equivalent serviceable devices from leading OEMs is highly desirable.
-Familiarity with regulatory and compliance standards (e.g., ISO 13485, EU MDR) in the servicing of medical devices.
-Demonstrated ability to support service sales, promote contracts, and highlight value-added services during field visits.
-Proficient in using CRM, or other field service management systems.
-Strong verbal and written communication skills in English.
-Skilled in building trust-based relationships with customers, distributors, and internal cross-functional teams.
-Ability to work independently, prioritize tasks, and operate effectively in a matrixed organization.
-Capable of providing basic technical training to end-users or biomedical engineers on-site.
-High attention to detail in documenting maintenance, complaint handling, and service visit reports.
-Experience using remote support tools, diagnostic platforms, or mobile service applications is a plus.
Ability to prepare clear, concise presentations and reports for…