Field Service Representative

ZetrOZ Systems; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

ZetrOZ Systems is seeking a Field Service Representative to support deployment, use, and servicing of our Sustained Acoustic Medicine platforms. This full-time remote role involves providing technical support to healthcare providers and patients, troubleshooting equipment, and coordinating device placement, training, and maintenance.

You will document service activities, manage requests, and relay field feedback to product and operations teams while ensuring regulatory compliance and patient

Qualifications

• Experience with medical devices or healthcare support.
• Strong communication and patient-facing skills.
• Ability to diagnose and escalate issues appropriately.
• Familiarity with regulatory compliance in healthcare.
• Willingness to travel occasionally.

Responsibilities

• Provide remote technical support to providers and patients.
• Troubleshoot equipment issues and coordinate deployment.
• Document service activities and manage service requests.
• Collaborate with clinical, sales, and operations teams.
• Maintain records in service management systems.

Skills

Technical aptitude

Customer service

Troubleshooting

Documentation skills

Remote work

Travel flexibility

Education

Associate or Bachelor’s degree in healthcare/biomedical/technical

Tools

CRM software

Job description

Company Description

ZetrOZ Systems is a healthcare technology company focused on developing advanced soft tissue healing therapeutics for acute and chronic musculoskeletal conditions. Through deep research partnerships with the U.S. Government, the company creates bioelectronic systems that deliver Sustained Acoustic Medicine and activate mechanobiology, pharmacology, and human physiology. Its proprietary medical technology platforms are clinically proven to enhance tissue recovery, accelerate natural healing processes, and relieve pain for millions of patients worldwide. The sam® system delivers Sustained Acoustic Medicine safely in the home to support pain relief, reduction of muscle spasms, treatment of joint contracture, and localized increase in circulation. ZetrOZ Systems offers the opportunity to contribute to innovative, evidence-based solutions that impact patient quality of life.

Role Description

The Field Service Representative is a full-time remote role responsible for supporting the deployment, use, and servicing of ZetrOZ Systems’ medical technology platforms. This role includes providing technical support to healthcare providers and patients, troubleshooting equipment issues, and coordinating device placement, training, and maintenance. The Field Service Representative will document service activities, manage service requests, and communicate feedback from the field to internal teams to improve products and service processes. Daily activities also involve collaborating with clinical, sales, and operations teams, ensuring compliance with regulatory and company standards, and maintaining accurate records in service and customer management systems. This position requires regular virtual communication and travel as needed, and a strong customer/patient-focused mindset.

Qualifications

• Technical and clinical aptitude: ability to understand medical device operation, basic human physiology related to musculoskeletal conditions, and product usage guidelines.
• Customer service and communication: strong interpersonal skills, clear verbal and written communication, and experience supporting patients or healthcare professionals.
• Problem-solving and troubleshooting: demonstrated capability to diagnose and resolve device or service issues, and to **escalate** complex problems appropriately.
• Organizational and documentation skills: accurate record-keeping, attention to detail, and comfort using CRM or service management systems.
• Remote work readiness: ability to work independently, manage time effectively, and collaborate with cross-functional teams in a remote environment.
• Education and experience: associate or bachelor’s degree in a healthcare, biomedical, technical, or related field preferred; prior field service, medical device, or healthcare support experience is a plus.
• Compliance and professionalism: familiarity with healthcare regulations, commitment to patient safety and privacy, and a professional, empathetic approach to patient care.
• Flexibility and travel: willingness to travel occasionally for on-site service, training, or meetings as business needs require.