Field Service Engineer

Neuronetics, Inc.; Chicago (IL); On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Flex-PTO

Short/Long-term disability

Life insurance

Job summary

Neuronetics, Inc. seeks a Field Service Engineer to install, maintain, and repair NeuroStar TMS systems across a territory. You will troubleshoot electronics, mechanics, and software, perform preventive maintenance, and coordinate service visits with customers.

The role demands strong documentation, scheduling, travel on short notice, and collaboration with Field Service leadership to improve product quality and service efficiency.

Qualifications

• AS in Technology or equivalent
• 5-7 years’ experience servicing complex, software-based, electromechanical devices
• Excellent organizational, communication, and troubleshooting skills

Responsibilities

• Install, upgrade, maintain, and repair the NeuroStar Advanced Transcranial Magnetic Stimulation (TMS) Therapy System and subsystems in a territory; national travel possible.
• Provide in-depth mechanical, electronic, and software troubleshooting.
• Service dispatches: phone and on-site technical support to minimize downtime.
• Develop preventive maintenance schedules and perform inspections.
• Create and maintain service schedules and ensure timely service delivery.
• Input service activity into the department database with data accuracy.
• Forecast logistics and manage field stock inventory.
• Track and control expenses per company policy to reduce Field Service costs.
• Support instrument development and communicate issues for root-cause analysis.
• Identify product problems in the field and assist in quality improvement efforts.
• Complete service reports and training compliance in a timely manner.

Job description

Position Overview

The Field Service Engineer is responsible for administrative duties that ensure all technical customer service requirements are satisfied. This position is critical to customer support and reports to the Sr. Regional Field Service Manager. The responsibilities of a Field Service Engineer cover the full range of activities required to maintain Neuronetics’ NeuroStar™ systems. These systems are computer-based, precision, electromechanical medical devices that require specialized technical knowledge for routine maintenance and troubleshooting.

Essential Duties/Responsibilities

• Responsible to install, upgrade, maintain, and repair the NeuroStar Advanced Transcranial Magnetic Stimulation (TMS) Therapy System and subsystems in a respective territory. Fellow FSE coverage may require national travel on short notice.
• Provides in-depth mechanical, electronic, and software troubleshooting.
• Service Dispatches: Provide phone and on-site technical support for customers to minimize downtime.
• Preventive Maintenance: Responsible for developing a Preventive Maintenance schedule and performing all inspections in a timely manner according to established guidelines.
• Scheduling: Responsible for creating and maintaining a service schedule that addresses all service needs within a respective territory according to established priorities.
• Documentation: Responsible for inputting all performed service into department’s database. Responsible for data accuracy within that database for each system in the FSEs territory.
• Logistics forecast and safe storage of field stock: Responsible for ensuring adequate inventory is on hand to complete service activities, and for the safe storage of that field stock.
• Expenses: Maintains all expenses in accordance with company policy. Continuously seeks opportunities to reduce Field Service costs by combining trips and resolving customer issues remotely.
• Instrument Development: Supports instrument development to include serviceability & reliability. Communicates identified issues or customer recommendations to Field Service leadership.
• Product Quality: Quickly identify product problems in the field and communicate this information to Field Service leadership. Participate in root cause analysis and statistical analysis of field quality problems.
• KPIs:
• Administrative responsibilities timely completion: Service Reports ready to be reviewed by management within 3 business days of on-site work completion, parts shipped within 1 week of replacement, signed installation forms sent to Installation Forms distribution list within 24 hours of completion or same day if EOQ.
• Accurately and proficiently perform service record, expense, and inventory tracking activities, including all technical writing on Service Reports.
• Support the company mission by maintaining 100% training compliance.
  

Knowledge, Skill, And Abilities

• Advanced electronic and mechanical troubleshooting skills
• Extremely well organized
• Strong written and oral communication
• High attention to detail, precise documentation of database information
• Ability to travel on short notice, overnight stays as needed
• Highest integrity, committed to ethics
• Critical thinking skills, ability to be decisive, and prioritize based on department policy
• Ability to contact customers routinely and schedule service visits in an efficient manner
• Self-motivated, ability to meet objectives without direct supervision
  

Education And Experience

• AS in Technology or equivalent
• Excellent organizational, communication, and troubleshooting skills
• 5-7 years’ experience servicing complex, software-based, electromechanical devices

Preferred Skills

• Experience managing a Field Service territory strongly desired
• Experience with medical device systems
• Customer-facing soft skills, ability to de-escalate
• Familiarity with FDA Regulations, QMSR, and ISO 13485.
• Familiarity with returned goods and refurbishment best practices.
• Effective team player
• Driven and highly results-oriented

Physical Requirements

• Standing/Sitting 40%
• Walking/Bending/Stooping 20%
• Lifting Requirements 70lbs
• Travel by air, rail, auto (90% of time)
• Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Benefits Statement

• health insurance
• dental insurance
• vision insurance
• optional supplemental medical insurance
• health savings and flexible spending accounts
• company-paid life insurance and additional voluntary life insurance
• company-paid short term disability and long term disability insurance
• participation in a 401(k) savings and investment plan with company contribution
• paid time off for non-exempt salaried employees is calculated as .625 per pay period worked for vacation time and .29166 per pay period for personal time
• Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual
• paid sick leave if applicable and required under state law
• These benefits are subject to plan terms, company policies and are subject to change

GBSP25

Neuronetics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Neuronetics/Greenbrook makes hiring decisions based solely on qualifications, merit, and/or business needs at the time.

• We are committed to providing equal employment opportunities to individuals with disabilities and protected veterans.

About Us

Neuronetics, together with Greenbrook Mental Wellness Centers, delivers innovative mental health treatments through FDA-cleared NeuroStar® TMS and Spravato® therapies. Our mission is to expand access to life-changing care, combining cutting-edge technology, compassionate patient support, and clinical excellence to improve lives every day. Join us in making a meaningful impact in the rapidly growing mental health field.