Field Support Rpresentative

Company Overview

Embark on an enriching journey with PROCEPT Bio Robotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. Our success and growth improve the quality of life of patients, provide more effective treatment options for surgeons, and uphold the trust of our shareholders.

Field Service Representative

A Field Service Representative is committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Service 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.

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures
• Perform preventive maintenance or service
• Diagnose and resolve complex technical issues, 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 of 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 field and in house
• Provide remote technical support to customers and PROCEPT field personnel
• Comply with federal, state, and local regulations
• Successfully complete all Vendor Credentialing Requirements

• Bachelor’s Degree or Equivalent preferred
• 3+ years of Medical Device Field Service Experience
• 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 and short correspondence
• 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
• Experience in the life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required

$34.91 to $41.07 per hour