Technical Field Service Representative - NYC

THINK Surgical; United States; On-site; USD 65,000 - 85,000; Full time

Job summary

THINK Surgical is looking for a Technical Field Service Representative (TFSTR) based in the Northeast Region of the United States. The role involves on-site installation, troubleshooting, and repair of products, ensuring customer satisfaction and system performance.

The ideal candidate will have an AS degree and 3-5 years of field service experience, with proficiency in system electronics and customer relations. The position also requires significant travel, up to 80%.

Qualifications

• 3-5 years hands-on field service experience.
• Demonstrated competency & high level of understanding of system electronics, MSDOS, and Linux.
• Excellent customer relations, listening, and organizational skills.

Responsibilities

• Conduct on-site product installation and execute testing procedures.
• Isolate equipment malfunctions and take corrective action.
• Provide HW/SW technical engineering support via telephone and at customer sites.

Skills

Field service experience

Customer relations

Technical troubleshooting

System electronics

Education

AS degree in a technical field

Tools

MS Office

Digital millimeter oscilloscopes

Job description

The Technical Field Service Representative (TFSTR) will perform complex customer support activities involving the on- site installation, service, troubleshooting, and repair of products at customer sites in a timely and cost-effective manner while following risk management requirements (ISO 14971: 2007 Section 3.3). Conduct business in a professional manner, building customer relationships and establishing customer satisfaction regarding system performance to specification. The TFST works to minimize meantime between failures of each product installation. This position is based in the Northeast Region, ideallyNew York, New Jersey, Connecticut, Long Island.

DUTIES & RESPONSIBILITIES

• Conduct on-site product installation & execute testing procedures to ensure proper working order.
• Isolate equipment start-up malfunctions and take corrective action.
• Perform Initial and Final Acceptance Testing.
• Resolve process challenges & track system performance at customer installations.
• Answer complex technical questions on equipment and work with customers to troubleshoot problems.
• Provide HW/SW technical engineering support via telephone and at customer sites.
• Work with engineering, regulatory, and manufacturing groups to develop & implement corrective actions as needed.
• Make recommended design changes to improve product overall effectiveness.
• Prepare daily logs and report of work performed.
• Prepare expense reports within one week of return from travel.
• Troubleshoot and debug new and existing robotic sub-systems (electrical/software/mechanical).
• Assist in the verification and validation process of the completed designs.

SUPERVISORY RESPONSIBILITIES

• N/A

QUALIFICATIONS

Required:

• AS degree in a technical field or equivalent experience.
• 3-5 years hands-on field service experience.
• Demonstrated competency & high level of understanding of system electronics, MSDOS, and Linux.
• Proficient computer skills, knowledge of MS Office, Excel, PowerPoint, Visio and Project.
• Excellent customer relations, listening, and organizational skills.
• Results-oriented, team player with a can-do attitude.
• Ability to work cooperatively with others within and across functions and at all levels of the company.
• Experience in standard bench test equipment such as digital millimeter oscilloscopes.
• Attendance and Punctuality are essential functions of the position.
• Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Preferred:

• Medical instrument development (FDA design controls) and industry experience.
• Experience with EMI/EMC compliance challenges, design for reliability, and design for manufacturability.
• Understanding of optical and/or magnetic position encoding technologies, principles, and knowledge of commercially available devices.
• Experience with additional sensing technologies (e.g., analog-optical, capacitive, inductive, resolvers, etc.).

COMPETENCIES

• Collaborate and communicate effectively
• Situational adaptability

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Must be able to remain in a stationary position and operate office equipment for a prolonged period of time.
• Physical activities include, but not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 20 lbs.
• Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
• Occasionally work around moving mechanical parts.
• Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
• Must be able to travel as business necessitates (up to 80%).

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be possible to enable individuals with disabilities to perform the essential functions.

THINK Surgical, Inc. (“THINK”) is committed to hiring the best qualified candidates for approved positions while engaging in recruitment and selection practices that are in compliance with all applicable employment laws. It is the policy of THINK to provide equal employment opportunity for employment to all applicants and employees, regardless of any protected status. Any qualified applicant or employee with a disability who requires an accommodation in connection with their employment at THINK should contact Human Resources and request an accommodation. THINK also participates in E-Verify, a web-based system that allows THINK to confirm an employee’s eligibility to work in the United States. Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs.