Global Field Service Engineer - Medical Imaging

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

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.