Field Support Representative
About Us
Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do. At PROCEPT, we put the patient first 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, and uphold the trust of our shareholders.
At PROCEPT, we believe every person matters—every employee, every patient, every caregiver. Our culture thrives on pathological optimism, humility, and seamless collaboration toward a common goal. We foster curiosity, ingenuity, and conviction in the power of technology to transform lives. Our live induction program builds cross-functional teams, immerses new hires in Procept’s history, and connects them with executive leadership. We also offer a unique management program designed to develop industry-leading managers through idea exchange and growth in a challenging yet supportive environment.
We push beyond work/life balance to achieve a work/life blend—a professional world you’re proud to belong to and share with others. Joining PROCEPT BioRobotics means becoming part of a community devoted to making a difference in the world.
About the Role
The Field Service Representative provides onsite and remote technical support to customers and company personnel. This role requires taking initiative to resolve issues and proactively improve systems for exceptional customer experiences. Responsibilities include timely installations, repairs, and travel within a multi-state region covering DC, VA, MD, and DE.
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; 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 teams both in the 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
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 and quality control analysis
- Service orientation and complex problem-solving abilities
- Critical thinking and ability to comprehend/write complex instructions and correspondence
- Ability to effectively present information in one-on-one and small group settings
- Clear, concise, and professional communication with hospital administration, staff, and global teams, often in stressful situations
- Exceptional drive and dedication to delivering resolutions for the best customer experience
- Ability to travel up to 75% of the time
- Experience in life sciences, healthcare, or a regulated (FDA) environment (a plus, but not required)
Pay
Pay range for this role: $ to $