Field Service Engineer

PROCEPT BioRobotics Corporation; United States; Hybrid; USD 48,000 - 56,000; Full time

Job summary

PROCEPT BioRobotics is seeking a Field Service Engineer to provide onsite and remote technical support across GA/TN/NC/SC, with extensive travel up to 75%. You will install, maintain and repair biomedical equipment at customer sites, ensuring high customer satisfaction and compliance with regulatory standards.

The role requires a Bachelor’s degree or equivalent and 3+ years in medical device field service, with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree or equivalent preferred.
• 3+ years of Medical Device Field Service Experience.
• Excellent verbal and written communication.
• Customer Service / Customer Facing skills.
• Ability to travel up to 75% of the time.

Responsibilities

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites.
• Perform preventive maintenance or service.
• Diagnose and resolve complex technical issues and upgrade/repair equipment.
• Update field service database and coordinate withWarranty returns.

Skills

Communication skills

Customer facing

Problem solving

Team collaboration

High adaptability

Education

Bachelor's degree or equivalent

Job description

Company Overview Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities. Understanding PROCEPT's Culture At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers. And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens. We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances. An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!

The Opportunity That Awaits You

A Field Service Engineer is committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Service Engineer will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This role is responsible for timely installations and repair and requires flexibility in travel and assignments. Covers a multi-state region, primarily in GA/TN/NC/SC.

What Your Day-To-Day Will Involve

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures
• Perform preventive maintenance or service
• Diagnose and resolve complex technical issues, and upgrade, disassemble, repair, or replace equipment
• Update field service database to track and analyze customer configurations and parts inventory, work with Customer Service to process warranty returns
• Record potential complaints, relay feedback and report trends
• Maintain comprehensive expertise of service documentation; generate and improve servicing procedures, processes, and knowledgebase
• Proactively monitor customer critical success factors and provide recommendations
• Collaborate with R&D, Manufacturing, QA, Sales, Clinical and Marketing in field and in house
• Provide remote technical support to customers and PROCEPT field personnel
• Comply with federal, state, and local regulations
• Successfully complete all Vendor Credentialing Requirements

The Qualifications We Need You to Possess

• Bachelors Degree or Equivalent preferred
• 3+ years of Medical Device Field Service Experience
• Excellent verbal and written communication
• Customer Service / Customer Facing skills
• Operation monitoring
• Quality control analysis
• Service orientation
• Complex problem solving and critical thinking skills
• Ability to comprehend and write complex instructions and short correspondence
• Ability to effectively present information in one-on-one and small group situations to customers and coworkers
• Ability to communicate in a clear, concise and professional manner with people globally, including hospital administration, staff, and sales and clinical team members, often in stressful situations
• Exceptional level of drive and dedication to deliver resolutions for the best customer experience
• Ability to travel up to 75% of the time
• Preferred candidate will be strategically located within one hour of an international airport
• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required

Pay Range for this role: $34.91 to $41.07

Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities. At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers. And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens. We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances. An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!