Field Service Engineer

PROCEPT BioRobotics; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

PROCEPT BioRobotics in the United States is seeking a Field Service Representative to deliver onsite and remote technical support for biomedical equipment. You will install, troubleshoot, and service devices across the DC/VA/MD/DE region, travel up to 75%, and collaborate with cross-functional teams to ensure exceptional customer experiences.

The ideal candidate has a Bachelor's degree, 3+ years in medical device field service, and strong communication skills to support customers and colleagues

Qualifications

• Bachelor's degree or equivalent preferred.
• 3+ years of Medical Device Field Service Experience.
• Excellent verbal and written communication.
• Ability to travel up to 75% of the time.
• Experience in life sciences or healthcare industry is a plus but not required.

Responsibilities

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites.
• Perform preventive maintenance or service.
• Diagnose and resolve complex technical issues; upgrade/repair equipment.
• Update field service database to track configurations and parts.
• Record potential complaints and report trends.
• Maintain service documentation and improve procedures and knowledgebase.
• Monitor customer critical success factors and provide recommendations.
• Collaborate with R&D, Manufacturing, QA, Sales, Clinical and Marketing.
• Provide remote technical support to customers and field personnel.
• Comply with federal, state, and local regulations.
• Complete Vendor Credentialing Requirements.

Skills

Verbal communication

Written communication

Problem solving

Quality analysis

Service orientation

Team collaboration

Travel readiness

Global communication

Education

Bachelor's degree

Job description

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 Representative is committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Service Representative 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. You'll be covering a multi-state region in the DC/VA/MD/DE areas.

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelors Degree or Equivalent preferred
• 3+ years of Medical Device Field Service Experience
• Excellent verbal and written communication
• 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
• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required