Field Service Engineer - Texas

hyperfine53; United States; Hybrid; USD 85,000 - 120,000; Full time

Job summary

Hyperfine, Inc. seeks a Field Service Engineer to deploy, maintain, and support our portable MRI systems. This hybrid role covers global installation bases, with remote and on-site duties, ensuring quick resolutions and high customer satisfaction.

The position involves strong diagnostic work, cross-functional collaboration, and occasional training sessions for internal teams and distributors. Expect 75% travel and international collaboration.

Qualifications

• Hardware fault isolation and component replacement expertise.
• Software diagnostics, logs analysis, and issue replication.
• Strong case management with data collection and action planning.
• Experience with hospital integration workflows (PACS, RIS, MWL, cloud).
• Excellent written and verbal communication skills.

Responsibilities

• Provide remote and on-site technical support for installation, deployment, maintenance, troubleshooting, and repair of medical device systems.
• Serve as the main point of contact for customers, ensuring timely responses and resolutions within defined SLAs while maintaining high customer satisfaction.
• Monitor incoming support requests across multiple channels and document all actions, communications, and resolutions accurately in our Salesforce CRM.
• Maintain all tools and spare parts (FRUs) in good working condition; document calibration frequency/requirements.
• Diagnose and resolve hardware, software, network, and configuration issues; support end-to-end system usability.
• Develop a deep understanding of product functionality including UI, hardware, software, cloud systems, MRI basics, and authentication tools.
• Create, test, and update troubleshooting workflows, upgrade instructions, knowledge articles, technical documents, and service procedures.
• Address a wide range of case types, including configuration and turn-up, hardware/RMA replacement, feature questions, training needs, safety/regulatory issues, and enhancement requests.
• Collaborate with cloud engineering and network teams to resolve cloud, connectivity, and optimization issues.
• Support hospital system integrations such as PACS, RIS, MWL, and cloud-based workflows.
• Ensure secure network access by following network policies and access controls.
• Utilize Salesforce, JIRA, Elastic/Kibana, and AWS for case tracking and troubleshooting.
• Maintain compliance with QMS processes; complete required training and audits.
• Build relationships with customers, clinical teams, system users, and stakeholders.
• Contribute to service infrastructure and team training; participate in OKRs/goals.
• Provide customer demos and end-user/distributor training.
• Identify process improvements and drive efficiencies with internal teams.
• Participate in rotating on-call including evenings and weekends.
• Travel domestically and internationally as required (75%); near airports and with passport.

Skills

Hardware faults

Software diagnostics

Case management

Hospital integration

Communication skills

Tools

Salesforce

JIRA

Elastic/Kibana

AWS

Job description

About Us

Hyperfine, Inc. (Nasdaq: HYPR) is the groundbreaking health technology company that has redefined brain imaging with the Swoop ® system-the first FDA-cleared, portable, ultra-low-field, magnetic resonance brain imaging system capable of providing imaging at multiple points of care in a healthcare facility. Our mission is to revolutionize patient care globally through transformational, accessible, clinically relevant diagnostic imaging. Learn More

About The Role

Job Title : Field Service Engineer

Location : Texas, USA

SUMMARY:

The Field Service Engineer is a critical, customer-facing role that is responsible for the deployment, maintenance, and technical support of our medical imaging systems. This is a hybrid role that will support our global installation base both remotely and on-site as needed. You will serve as the primary point of contact for customers, distributors, and internal teams, driving quick resolutions to all issues while maintaining a high level of customer satisfaction. This position requires strong technical diagnostic skills, effective cross-functional collaboration, and excellence in communication as you often work with customers from all over the globe. The Technical assistance team prides itself on strong teamwork, often backing each other up and adjusting schedules to accommodate customer needs.

Success in this role is defined by going above and beyond your traditional field service engineer responsibilities. Our team is continuously looking for ways to enhance the product line, develop unique solutions to support new global expansion, and strengthen our knowledge and training databases. You may occasionally lead training sessions both internally and with international distributors. Being part of a growing, agile company, you'll have the opportunity to interact with many cross-functional teams and help drive a meaningful impact on the success of our products.

Key Responsibilities

• Provide remote and on-site technical support for installation, deployment, maintenance, troubleshooting, and repair of medical device systems.
• Serve as the main point of contact for customers, ensuring timely responses and resolutions within defined SLAs while maintaining high customer satisfaction.
• Monitor incoming support requests across multiple channels and document all actions, communications, and resolutions accurately in our Salesforce CRM.
• Maintain all tools and spare parts (FRUs) in good working condition. Accurately document proper use and ensure calibration frequency/requirements.
• Diagnose and resolve hardware, software, network, and configuration issues; support end-to-end system usability.
• Develop a deep understanding of product functionality including UI, hardware, software, cloud systems, MRI basics, and authentication tools.
• Create, test, and update troubleshooting workflows, upgrade instructions, knowledge articles, technical documents, and service procedures.
• Address a wide range of case types, including configuration and turn-up, hardware/RMA replacement, feature questions, training needs, safety/regulatory issues, and enhancement requests.
• Collaborate closely with cloud engineering and network architecture teams to identify and resolve cloud, connectivity, and optimization issues.
• Support hospital system integrations such as PACS, RIS, MWL, and cloud-based workflows.
• Ensure secure network access by following and enforcing network policies and access controls.
• Utilize tools such as Salesforce, JIRA, Elastic/Kibana, and AWS for case tracking, monitoring, and troubleshooting.
• Maintain compliance with QMS processes; complete required training and participate in internal and external audits.
• Build and maintain positive working relationships with customers, clinical teams, system users, and internal stakeholders.
• Contribute to the development of service infrastructure, including processes, documentation, and tools. Help build and support the team as needed. Participate in setting and achieving quarterly and annual OKRs/goals.
• Provide customer demos and training sessions for end users, distributors, and internal teams.
• Looking for opportunities to improve processes or product lines. Work with internal teams to drive efficiencies whenever possible.
• Participate in a rotating on-call schedule, including evenings and weekends.
• Travel domestically and internationally as required (75% travel). Travel may be required without much notice. Ideal candidates live near a major airport and have a valid driver's license and passport.

Knowledge & Skills

• Hardware fault isolation, component replacement, and system-level troubleshooting.
• Software diagnostics, upgrades, logs analysis, and replication of system issues.
• Strong case management, including problem definition, data collection, action planning, and follow-up.
• Experience with hospital integration workflows (PACS, RIS, MWL, cloud).
• Strong communication: skills written, verbal, and presentation.
• Familiarity with tool