Senior Service Solutions Engineer

About the role

We are seeking a senior I or II Servicing Systems Engineer to ensure our orthopedic surgical robotic systems are designed for serviceability, reliability, and exceptional customer experience. This role integrates Design for Serviceability (DfS) principles into robotic platforms, develops field service workflows, and enables rapid, safe interventions in high-stakes surgical environments.

Key Responsibilities

• Design for Serviceability (DfS) in Surgical Robotics
• Define and enforce DfS requirements for robotic systems: modular assemblies, quick-connect cabling, sterile field considerations, and tool-free access for critical components.
• Collaborate with robotics engineers to design service-friendly architectures (e.g., swappable joint modules, sensor calibration ports, embedded diagnostics).
• Conduct/update serviceability FMEAs and validate service life cycle.
• Develop/update service BOMs, preventive maintenance schedules, and calibration protocols aligned with orthopedic surgical use cases.
• Specify and validate new/updated built-in diagnostics, and telemetry.
• Support and execute segments of complex product development to advance projects through the design /development/V&V/launch process.
• Plan and execute verification protocols.
• Field Service Workflow Design
• Develop service workflows that minimize disruption.
• Service readiness for new robotic applications/platforms before commercial launch.
• Collaborate with engineering in defining installation, maintenance, and troubleshooting procedures for robotic arms, navigation systems, and imaging integrations.
• Develop digital troubleshooting guides, assisted repair flows, and remote support capabilities for urgent intraoperative issues.
• Customer Experience
• Capture Voice of Field Service Engineer and support agents to inform service design—prioritizing speed, clarity, and confidence.
• Collaborate with Training to create competency-based learning paths for technicians servicing robotic systems in OR environments.
• Regulatory, Reliability & Compliance
• Ensure all service processes meet FDA 21 CFR Part 820, ISO 13485, and IEC 60601 standards for medical electrical equipment.
• Support post-market surveillance and feed reliability insights into product and service roadmaps.

What Makes You Stand Out

• Systems Thinking & Cross-Functional Collaboration
• Customer Empathy in High-Stakes Environments
• Customer Service Oriented
• Regulatory Compliance & Documentation Excellence
• Robotics Serviceability & Diagnostic Design
• Change Management & Training Enablement

Your Background

• Bachelor’s in Mechanical, Electrical, Robotics, or Biomedical Engineering, or equivalent experience
• 7+ years in service engineering or field service for complex electromechanical systems (preferably surgical robotics or medical devices)
• Familiarity with FDA regulations, ISO 13485, and IEC standards
• Experience with DfS, DHF, and FMEA
• Strong technical writing skills for service manuals
• Experience in project management
• Ability to communicate technically with team members
• Experience in continuous improvement culture, skill sets, and tools to enhance quality and operational excellence
• Experience with the proper use of common inspection tools, test equipment, and visual standards
• Preferred Lean Six Sigma or equivalent continuous improvement certification
• Deep knowledge of industry practices
• Practical knowledge related to the products/components that the position will support, e.g., electromechanical product components and assembly processes
• Experience in process development

Physical Requirements

• Travel Expectations: Up to 20%
• Valid Passport

Salary Expectations

$110,000-$138,000 USD

EEO/M/F/Vet/Disability