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. We foster a culture of pathological optimism, humility, and high engagement, working seamlessly toward a common goal. Curiosity, ingenuity, and conviction in the power of technology drive us to transform the lives of our patients and providers. Our live induction program builds cross-functional teamwork, immerses new hires in Procept’s history, and includes interactive sessions with executive leadership. We also offer a unique management program designed to develop the best managers in the industry, where people managers exchange ideas and grow in an environment that challenges and supports.
We strive for a work/life blend—a professional world you are honored and impassioned to belong to, one you can proudly share with family and friends. Joining PROCEPT BioRobotics means becoming part of a community devoted to making a difference in the world.
About the Role
A Field Service Representative provides onsite and remote technical support to customers and company personnel. The ideal candidate will take initiative to resolve issues and proactively improve systems to deliver exceptional customer experiences. This role involves timely installations, repairs, and flexibility in travel and assignments. You will cover a multi-state region in the DC/VA/MD/DE areas.
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 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 clearly, concisely, and professionally 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, healthcare industry, or a regulated (FDA) environment is a plus but not required
Pay
Pay range for this role is competitive and will be discussed during the interview process.