Field Support Representative
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Job Description
Field Service Representative installing, repairing, and supporting PROCEPT’s surgical robotics equipment across the DC/Delaware/Virginia/Maryland region. Providing onsite and remote technical support while troubleshooting customer systems and collaborating cross-functionally.
Responsibilities:
- Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites
- Perform preventive maintenance and service
- Diagnose and resolve complex technical issues
- Upgrade, disassemble, repair, or replace equipment
- Update the field service database to track customer configurations and parts inventory
- Work with Customer Service to process warranty returns
- Record potential complaints, relay feedback, and report trends
- Maintain service documentation and improve servicing procedures, processes, and the knowledgebase
- Monitor customer critical success factors and provide recommendations
- Collaborate with R&D, Manufacturing, QA, Sales, Clinical, and Marketing teams
- Provide remote technical support to customers and PROCEPT field personnel
- Comply with federal, state, and local regulations
- Complete all Vendor Credentialing Requirements successfully
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 clearly, concisely, and professionally with people globally, including hospital administration, staff, and sales and clinical team members
- Exceptional drive and dedication to deliver resolutions for the best customer experience
- Ability to travel up to 75% of the time
- Experience in life sciences, healthcare, or a regulated (FDA) environment is a plus, but not required
- Must successfully complete all Vendor Credentialing Requirements
Benefits:
- Continuous career growth opportunities
- Live induction program with cross-functional team building, executive leadership sessions, and company mission immersion
- Management program for people managers
- Work/life blend
- Reasonable accommodations for individuals with disabilities
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