Field Service Technician - Massachusetts

VERO Biotech; Massachusetts; On-site; USD 65,000 - 90,000; Full time

Job summary

VERO Biotech is seeking a Field Specialist to safely manage on-site service for the NOxCARE medical device, ensuring continuous supply to hospital customers and patients.

You will travel to customer sites, troubleshoot and repair devices, document maintenance, and coordinate device deliveries and go-live activities. This role requires a good driving record, ability to lift 50–70 lbs, and up to 75% travel with limited overnight stays.

Qualifications

• High School Diploma or GED required; technical degree preferred.
• Good driving record.
• Minimum of one-year equipment repair experience; biomedical repair preferred.
• Minimum of one-year experience in customer-facing and/or customer service role preferred.
• Basic computer skills required.
• Strong communication skills, including written communication.
• Able to lift 50-70 pounds as needed.
• Able to travel 75% +/- of time (limited overnight travel).

Responsibilities

• Travel on-site to customer locations to troubleshoot and repair NOxCARE devices.
• Serve as liaison between Clinical Sales and Clinical Educators to meet service needs.
• Assist with start-up or onboarding of new customers and device deliveries.
• Maintain device inventory and document maintenance and service activities.
• Coordinate packing/shipment and ordering of replacement devices.
• Adhere to manufacturer guidelines and maintain regulatory documentation.
• Participate in go-live activities ensuring inventory and equipment delivery.

Skills

Strong communication skills

Good driving record

Able to lift 50-70 pounds

Willing to travel 75% +/-

Biomedical equipment repair experience

Customer-facing experience

Education

High School Diploma or GED

Technical degree preferred

Job description

Description

• Onsite

The NOxCare Field Specialist will safely manage the local service requirements for the NOxCARE delivery device, a medical device unit, to minimize the interruption of supply to hospital customers and their patients. The NOxCARE Field Specialist will go on-site to customers location(s) to troubleshoot and repair device issues, providing critical customer service support.

The NOxCARE Field Specialist will serve as the liaison between Clinical Sales and Clinical Educators to ensure customer needs are met from a product service perspective. The NOxCARE Field Specialist will also be directly involved in the start-up or on-boarding of new customers, Noxivent product replenishment deliveries and replacement device deliveries. The NOxCARE Field Specialist will operate under minimal supervision, reporting to an off-site manager.

• Directly supports the day-to-day performance of NOxCARE equipment maintenance and service levels to customers


• Fully understands the NOxCARE device and can troubleshoot, resolve, and repair issues


• Frequently travels to customer sites, communicating professionally and interacting daily with hospital staff regarding devices, managing technical device issues, and customer concerns


• Performs accurate documentation utilizing internal device/system logs and understands device/system settings


• Performs monthly maintenance, calibration, and sensor changes as necessary


• Maintains all regulatory and required company documentation for device maintenance, deliveries, and shipments


• Coordinates packing and shipment of devices that require off-site maintenance


• Coordinates ordering of new, replacement devices as necessary to minimize customer down-time


• Adheres to all manufacturer guidelines for NOxCARE device maintenance


• Maintains sufficient NOxCARE inventory to meet customer needs


• Maintains sufficient parts inventory for device repair


• Delivers reoccurring orders of Noxivent cylinders to customers


• Participates in \"Go Live\" activities ensuring inventory and equipment is delivered, unpackaged, and set-up on time at customer sites


• Receives incoming calls during off-shift hours from customers (i.e. on-call) which may require on-site visit to customer to resolve issues immediately


• Other duties as assigned

Qualifications

• High School Diploma or GED required; technical degree preferred


• Good driving record required


• Minimum of one-year equipment repair experience; biomedical equipment repair experience preferred


• Minimum of one-year experience in customer-facing and/or customer service role preferred


• Basic computer skills required


• Strong communication skills, including written communication


• Able to lift 50-70 pounds as needed


• Able to bend, stoop, squat, and lift numerous times daily


• Able to travel 75% +/- of time (limited overnight travel)