Field Service Engineer

Company OverviewEmbark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. We 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, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.
SUMMARYAs PROCEPT grows its commercial operations, we need a Field Support Representative committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Support Representative will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This role is responsible for timely installations and repair and requires flexibility in travel and assignments.

CORE RESPONSIBILITIES (Other duties may be required as assigned)

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures. 
• Perform preventive maintenance or service, diagnose problems to determine solutions, 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
• Maintain comprehensive expertise in 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 in the field and in-house
• Train PROCEPT personnel and distributors on the correct operation and servicing of equipment 
• Provide remote technical support to customers and PROCEPT field personnel
• Comply with federal, state, and local regulations
• Maintain trained status for and comply with all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance
• Understand and adhere to the PROCEPT BioRobotics Quality & EHS Policies

QUALIFICATIONS (Education, Experience, Certifications)

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Must either reside in the Los Angeles area or be willing to relocate
• Minimum 2+ years relevant experience. Associates degree preferred
• Excellent verbal and written communication
• 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, short correspondence, procedures, and training materials
• Ability to effectively present information in one-on-one and small group situations to customers and coworkers 
• Ability to communicate in a clear, concise, and professional manner 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
• Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment.
• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required

PHYSICAL DEMANDS & WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• To perform this duty, the employee must be able to sit or stand at and operate a computer terminal, walk or travel safely within the facility, and lift or move more than 50 lbs. 
• The employee will frequently be exposed to medical facilities, for which proper personal protective equipment (PPE) will be assigned and worn.

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