Field Service Engineer

The Field Service Engineer is responsible for administrative duties that ensure all technical customer service requirements are satisfied.

This position is critical to customer support and reports to the Sr. Regional Field Service Manager.

The responsibilities of a Field Service Engineer cover the full range of activities required to maintain Neuronetics’ Neuro Star™ systems. These systems are computer-based, precision, electromechanical medical devices that require specialized technical knowledge for routine maintenance and troubleshooting.

• Responsible to install, upgrade, maintain, and repair the Neuro Star Advanced Transcranial Magnetic Stimulation (TMS) Therapy System and subsystems in a respective territory. Fellow FSE coverage may require national travel on short notice.
• Provides in-depth mechanical, electronic, and software troubleshooting.
• Service Dispatches:
  Provide phone and on-site technical support for customers to minimize downtime.
• Preventive Maintenance:
  Responsible for developing a Preventive Maintenance schedule and performing all inspections in a timely manner according to established guidelines.
• Scheduling:
  Responsible for creating and maintaining a service schedule that addresses all service needs within a respective territory according to established priorities.
• Documentation:
  Responsible for inputting all performed service into department’s database. Responsible for data accuracy within that database for each system in the FSEs territory.
• Logistics forecast and safe storage of field stock:
  Responsible for ensuring adequate inventory is on hand to complete service activities, and for the safe storage of that field stock.
• Expenses:
  Maintains all expenses in accordance with company policy.
  
  Continuously seeks opportunities to reduce Field Service costs by combining trips and resolving customer issues remotely.
• Instrument Development:
  Supports instrument development to include serviceability & reliability.
  
  Communicates identified issues or customer recommendations to Field Service leadership.
• Product Quality:
  Quickly identify product problems in the field and communicate this information to Field Service leadership. Participate in root cause analysis and statistical analysis of field quality problems.
• KPIs:
• Administrative responsibilities timely completion:
  Service Reports ready to be reviewed by management within 3 business days of on-site work completion, parts shipped within 1 week of replacement, signed installation forms sent to Installation Forms distribution list within 24 hours of completion or same day if EOQ.
• Accurately and proficiently perform service record, expense, and inventory tracking activities, including all technical writing on Service Reports.
• Support the company mission by maintaining 100% training compliance.

• Advanced electronic and mechanical troubleshooting skills
• Extremely well organized
• Strong written and oral communication
• High attention to detail, precise documentation of database information
• Ability to travel on short notice, overnight stays as needed
• Highest integrity, committed to ethics
• Critical thinking skills, ability to be decisive, and prioritize based on department policy
• Ability to contact customers routinely and schedule service visits in an efficient manner
• Self-motivated, ability to meet objectives without direct supervision

• AS in Technology or equivalent
• Excellent organizational, communication, and troubleshooting skills
• 5-7 years’ experience servicing complex, software-based, electromechanical devices

• Experience managing a Field Service territory strongly desired
• Experience with medical device systems
• Customer-facing soft skills, ability to de-escalate
• Familiarity with FDA…