Field Services Engineer

About the role

A Field Services Engineer at PROCEPT BioRobotics is responsible for providing onsite and remote technical support to customers and company personnel. Key responsibilities include installing, inspecting, troubleshooting, and calibrating biomedical equipment, performing preventive maintenance, diagnosing and resolving complex technical issues, and collaborating with various departments.

Responsibilities

• 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
• 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

Requirements

• Bachelor's Degree or equivalent preferred
• 3+ years of Medical Device Field Service Experience
• Excellent verbal and written communication skills
• Customer Service/Customer Facing skills
• Operation monitoring, Quality control analysis, Service orientation, Complex problem solving and critical thinking skills
• Ability to comprehend and write complex instructions and short correspondence
• Effective presentation skills, clear, concise, and professional communication
• Drive and dedication to deliver the best customer experience
• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required

Qualifications

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Must be able to travel up to 75% of the time