Field Service Engineer

Job Title:

Field Service Engineer

Reports To:

Field Service & Business Development Manager

JTS Surgical is seeking a Field Service Engineer (FSE) to serve as a high-impact technical leader responsible for installing, maintaining, and ensuring the reliability of advanced operating room imaging and surgical navigation systems. This role owns end-to-end system performance in hospital environments nationwide, working directly with surgeons, OR staff, biomedical engineering, and hospital partners to ensure clinical uptime, regulatory compliance, and trusted operation.

The Field Service Engineer brings deep technical expertise, disciplined troubleshooting, and sound judgment in high-acuity clinical settings, balancing precision, safety, and customer experience while operating with high autonomy and partnering closely with leadership, engineering, and facility teams to help scale a repeatable, high-quality support model without compromising reliability or credibility.

• Perform system installations, planned maintenance, corrective service, upgrades, and validations in accordance with approved procedures and manufacturer specifications
• Diagnose and resolve complex electronic, mechanical, software, and system-integration issues across diverse hospital environments
• Lead or support resolution of high-risk or technically complex service events, including escalations that impact clinical schedules or customer confidence
• Verify system performance, calibration, and clinical readiness following service events
• Apply disciplined troubleshooting methodology rather than ad hoc fixes, ensuring root causes are identified and addressed.

• Execute scheduled planned maintenance activities consistently and on time across the national installed base
• Inspect system components for wear, drift, environmental impact, or degradation that could lead to future failures
• Perform recalibration, validation, and functional testing to ensure ongoing clinical accuracy
• Identify emerging system risks early and recommend corrective actions, upgrades, or follow-up service
• Communicate system health trends and risks to internal stakeholders and customers as appropriate

• Serve as the primary technical point of contact for surgeons, OR leadership, biomedical engineering, IT, and hospital administrators
• Communicate service plans, timelines, findings, and outcomes clearly and professionally
• Set realistic expectations regarding system capabilities, limitations, and service timelines
• Build trust through responsiveness, follow-through, and technical credibility that drives repeat service engagement
• Actively manage customer satisfaction rather than reacting only when issues elevate

• Comply with all applicable SOPs, work instructions, and safety requirements
• Accurately and promptly document all service activities, diagnostics, corrective actions, and parts usage
• Escalate quality events, complaints, or adverse findings immediately and in accordance with procedures
• Operate in compliance with FDA regulations, ISO 13485 requirements, and internal quality systems
• Maintain service records that are complete, timely, and audit-ready

• Independently manage day-to-day service activities following ramp‑up, with minimal leadership oversight
• Exercise professional judgment in scheduling, travel planning, service prioritization and escalation decisions
• Balance efficiency with safety, quality, regulatory compliance, and patient impact
• Act as a responsible steward of company equipment, tools, time and expenses
• Escalate safety, regulatory, or high‑risk technical issues appropriately and without delay

• Collaborate with Quality, Engineering, Product, Sales, and Clinical teams to resolve issues and improve service delivery
• Share field insights related to product performance, failure modes and serviceability
• Contribute to continuous improvement of service procedures, documentation and best practices
• Support onboarding, mentoring, or…