Product Support Engineer

About CMR Surgical

At CMR Surgical, we're revolutionising the future of minimal access surgery with Versius, our next-generation surgical robotic system. We're growing fast, and we're on a mission to transform how surgery is delivered globally for the benefit of patients, clinicians, and healthcare systems.

Our values-Ambitious, Humble, People-Focused, and Fair & Responsible define our approach to innovation, partnership, and growth. If you believe in making a meaningful difference in healthcare and want to be part of a purpose-driven company with bold ambitions, now is the time to join us.

CMR is an exciting and evolving company to be joining right now. Our commitment to our goal of building a world-class medical devices company is underpinned by the ground-breaking innovation of our next generation of surgical robots and a diverse team of talented and supportive individuals.

We're breaking new ground which makes working here exciting, it provides autonomy, opportunity and makes the things you do visible. Come and join us and see what you're capable of.

About the Role

As part of the Operations team, Product Support assist Field Service in maintaining the safety, performance and compliance of Versius Systems worldwide.

Product Support aims to help solve priority issues in the field, capture knowledge to ensure Field Service can diagnose issues more easily in the future and ultimately aim to eliminate issues by improving process and championing design for service. While the activities are varied, Product Support Engineers provide technical insights into escalated issues and support Field Service Corrective Actions, perform root cause investigations, and drive improvements across the business. Additionally, they empower Field Service to maintain Versius Systems first-hand supporting the creation and maintenance of Service documentation, diagnostic information, as well as the transfer of new technology to the field.

We are looking for a skilled and motivated individual who has a passion for delivering excellent customer experience. Someone who takes ownership, action and works closely with colleagues to achieve company goals.

This position is a hybrid role, with the expectation of at least 3 days a week in our Cambridge office.

Responsibilities

• Provide both second tier and third tier escalations support for Field Service Engineers.
• Investigate developing and historic service issues, to support Quality, Regulatory and Technology improvements.
• Develop clear, concise and accurate diagnostic and service content to enable efficient, autonomous and compliant Field Service activities.
• Support corrective and preventative actions as part of our Quality Management System.
• Champion feedback from within the Service department.
• Lead and support projects to improve the serviceability of Versius Systems and Service processes.
• Support risk management and ISO 13485:2016 compliance practices within Service.

About you

To be successful in this role, you'll need to have/be:

• A degree or equivalent qualification in a relevant engineering or technical field.
• A problem-solving mindset, with experience in root cause investigation, data analysis and complex electro-mechanical devices.
• Clear, concise and accurate communication, with experience in documenting diagnostic steps, rework instructions and compliant processes; particularly where the end-user may not be a native English speaker.
• An appreciation for risk management, ideally with experience in medical device standards, or similar highly regulated fields.
• The ability to work independently, with experience in project management and presentation skills.
• The desire for learning and development.

While not essential, successful candidates may also have:

• Experience working within Field Service, or similar roles where rework and customer-facing skills are valued.
• Experience with handling of Electrostatic Sensitive Devices, performing electrical safety tests, and using proprietary tools to perform software/firmware updates.
• Experience with service and development platforms such as Jira, ServiceMax, NetSuite, Paligo and Helpjuice.

At CMR we're building a diverse, inclusive, and authentic workplace; what matters most to us is that you identify with our values and are passionate about making a difference.

Why Join Us?

We offer a competitive salary and a great benefits package including a bonus, pension, healthcare and enhanced global parental leave pay.

Interested? We'd love to hear from you!

This role requires candidates to have eligibility to work within the UK.

Strictly no agencies

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