Field Service Engineer - Texas

About Us

Hyperfine, Inc. (Nasdaq: HYPR) is the groundbreaking health technology company that has redefined brain imaging with the Swoop® system—the first FDA-cleared, portable, ultra-low-field, magnetic resonance brain imaging system capable of providing imaging at multiple points of care in a healthcare facility. Our mission is to revolutionize patient care globally through transformational, accessible, clinically relevant diagnostic imaging. Learn More

About The Role

Job Title: Field Service Engineer

Location: Texas, USA

The Field Service Engineer has accountability for global remote and onsite support, response, and resolution of technical and administrative issues. The role requires direct interaction with end users, distributors, and internal teams. The position requires developing, documenting, and following through on all activity and action plans to ensure delivery of Service Level Agreements (SLA) and business objectives. The position requires strong teamwork for the success of the individual and at the team level.  The person will also develop and create procedures, knowledge articles and assist in training in support of the products, customers, internal teams, and distributors. The role will require the ability to access the device, collect and analyze data, formulate an action plan to address the issue, reproduce, execute, evaluate and observe results.

Onsite support will include assisting, delivering or leading delivery, setup, troubleshooting, upgrades, hardware replacement, preventive maintenance, or other tasks.  Onsite support includes documenting RMAs, site visits, vendor credentialing, expense reports, maintaining calibrated tools along with administrative travel and activities completed. The Field Service Engineer will document the issues and progress in a case management tool shared with end users and internal team members.  They will work closely with account and clinical teams to ensure customer satisfaction and resolution while providing technical guidance. 

The team works closely with various hardware, software, quality, testing and sequence team developers to identify and deploy solutions. In addition, feature requests and enhancements will be collected and reviewed with Product Management. This person will report to the Director of the Technical Assistance Center (TAC). The success metrics for the Field Service Engineer are defined as ensuring all projects, actions and cases are documented and resolved within required guidelines along with meeting customer satisfaction, Net Promoter Score (NPS), and retention goals.

Responsibilities:

• Conduct remote and/or on-site support to include deployment/installation, maintenance, analysis, troubleshooting repair, hardware functionality and replacement, administrative oversight, and support of medical devices at customer sites.
• Accountability for and coordinates response and resolution between the end users and all departments within Hyperfine and within defined SLA and business objectives.
• Documenting and accountability for delivery of response and resolution for reported issues and cases including responsibility for network connectivity issues, scanner configuration, and overall end to end usability.
• Addresses various types of cases to include but not limited to new features, enhancements, how-to, turn-up and configuration, training, RMA/hardware replacement, safety, regulatory and problem resolution in a time sensitive environment.
• Develop a deep understanding of products to include User Interface, hardware, software, and cloud authentication tools.
• Monitor and respond to various channels.
• Continuous communication with customers and internal teams and leadership on status, progress, action plans, and escalations.
• Write, test, and execute workflow/troubleshooting processes, upgrading instructions and various service and support related documents.
• Write, test and develop and lead training to include troubleshooting or explaining procedures and functions.
• Reproduce customer reported problems and test solutions.
• Develop expertise and utilize various tools (i.e., Salesforce, JIRA, Elastic/Kabana, AWS and others).
• Complete training, create, review, and maintain an understanding of processes to include those in the QMS to include participation in audits.
• Develop and maintain working relationships with custo