Field Service Engineer

Field Service Engineer

Elucent Medical is a medical device company focused on developing surgical navigation technologies, particularly for cancer surgery, to improve patient outcomes through precision and efficacy. The company's solutions are designed to transform traditional surgical instruments into "smart" tools, enhancing surgical precision and patient outcomes.

The Field Service Engineer (FSE) is a cross-functional technical role requiring both internal and external collaboration. Success in this role hinges on a strong commitment to patient safety, exceptional technical expertise, and effective communication skills. Individuals in this position will be responsible for arranging travel to customer sites, performing system installations, conducting preventative maintenance, and providing ongoing service and technical support.

The engineer will interface with hospital departments in partnership with Sales Representatives to ensure seamless coordination of schedules, dates, and resources. Creativity and tenacity are critical as troubleshooting and identifying solutions rapidly are key to satisfying complex customer needs. A preferred candidate will possess experience in electrical systems, electromagnetic technology, and/or networking, coupled with the ability to thrive in a fast-paced and customer-driven environment.

Compliance with Elucent Medical's Quality and Regulatory SOPs is mandatory as part of all operational and commercial activities.

Job Responsibilities:

• Coordinate and execute system deliveries, installations, returns, and testing to ensure seamless integration into customer environments.
• Collaborate with Sales Representatives to identify and address customer-specific requirements during the installation process.
• Ensure all customer sites meet the necessary technical and environmental qualifications prior to system deployment.
• Provide preventative maintenance and field upgrades, including software updates and hardware replacements, to ensure optimal system functionality and longevity.
• Monitor and address system performance issues as they arise, maintaining a proactive approach to service reliability.
• Maintain strong customer relationships by delivering responsive and effective support throughout the product lifecycle.
• Develop and refine core processes for service and maintenance, ensuring consistency, efficiency, and compliance with Elucent Medical Quality and Regulatory SOPs.
• Own and continuously improve the servicing process, incorporating customer and stakeholder feedback and best practices into operational workflows.
• Maintain detailed records of service activities to ensure accurate reporting and transparency.
• Act as a technical partner to the Sales team by providing insights into system capabilities and customer-specific solutions.

Qualifications

Education and Experience:

• Bachelor's degree in engineering or natural sciences, or technical experience in a related regulated industry.
• 3 years of experience
• Field service experience preferred.
• Medical device experience preferred.
• Startup, small business experience preferred.

Required Skills/Abilities:

• Communication
• Problem solving and troubleshooting
• Customer service and interpersonal relationships
• Adaptability and flexibility
• Time management
• Attention to detail
• Self-driven organization

Physical Requirements / Work Conditions:

• 50-75 pounds of lifting
• 80% travel required
• Standing for long periods of time
• Must be able to access a major airport in less than one hour
• Must be able to fly with all major airlines
• Must be able to rent and operate cars

Elucent Medical Benefits, Culture and Work Environment

At Elucent Medical, we prioritize our employees' well-being by providing comprehensive benefits including comprehensive health insurance, a generous retirement savings plan with company matching, flexible work arrangements, generous paid time off, and ongoing professional development opportunities, ensuring a fulfilling and balanced work life.