Globus Medical instills a culture of customer support in everything we do. On the day of a major nor’easter in Massachusetts that left our Methuen, MA office without power, an important sales demonstration was also happening in Virginia with the ExcelsiusGPS® Robotic Navigation System. Showing his dedication to Exceptional Response, Keith battled the storm to support servicing the ExcelsiusGPS® demo unit and was able to assist with a successful ExcelsiusGPS® presentation.
How long have you been with Globus and what is your background?
I’ve been with Globus just over a year. I have 20 years of experience in IT and electronics, most of them in Field Service. Over the past 15 years, I’ve worked with high tech explosive and narcotic discovery systems in the US and internationally for government customers such as the DOD, DOS, and Department of Homeland Security. This work greatly increased my knowledge of field service, high-end electronics, and automation.
Tell us about your role as field service engineer
Our number one priority is customer satisfaction for our end-users and in-house customers. The old saying regarding a “jack of all trades” fits well. Our job description can change drastically from day-to-day but mostly consists of ExcelsiusGPS® system installations and maintenance for our external customers. While performing this role we must also be aware of our internal customers (Engineering, Sales, and Management) needs. This could range from working on a system in the field as the eyes and hands of one of our software or mechanical engineers to troubleshooting issues for a Clinical Rep or Regional Sales Manager. Although we don’t have to be a “Master” of each of these areas, it’s very important that we have an understanding of IT, Electronics, PLCs, Motor Controls, Software, and several other technical areas involved with Robotics. Importantly, my role includes the ability to work well with others and present a positive face to the customer who may be upset.
What happened that day of the snowstorm?
During one of the several nor’easters we experienced this winter, where travel in Boston was very difficult, there was an ExcelsiusGPS® demo system in Virginia that required technical assistance. Through remote troubleshooting, we determined a part needed to be replaced by a field service engineer. After booking one of the only flights out that day, I managed to get to the office and find that part in the warehouse using only a flashlight because there was no power. After a few delays leaving Boston, I arrived in Virginia and was able to repair the system, allowing the sales rep to complete the demo to a key customer who was also considering purchasing a competitive system. When the demo was finished, the customer decided that our technology was far superior and decided he would rather have our system!
What is your favorite part of your job?
Every day is different and it allows me to use a wide span of skills. I am constantly learning and expanding my skill set. Globus is also unique compared to other companies in the way Engineering, Software, Clinical, and Field Service teams interact. It makes for an excellent solution database and an enjoyable team environment.
What would you tell someone looking to get into this type of career?
After attaining a degree in Electronics, Automation, Robotics, or IT, volunteer! This career like so many others is about stepping stones and relationships. Anytime your supervisor asks for a volunteer for training or in an area of work you are unfamiliar with, volunteer. Hone your troubleshooting skills and ask questions. If you are the smartest person in the room, move to another room. There is always something to learn. Be open and helpful to those around you. You never know if the person you are working with today may be your hiring manager 10 years from now so always build supportive relationships.