Field Service Engineer – New England

Job Title:  Field Service Engineer – New England
Department:  Service
Reports To:  VP of Service
Position Scope:  Exempt
Location:  New England / South of Boston
Travel: 60%-80%

About XACT Robotics: 

XACT Robotics is a rapidly growing medical robotics startup company. Our technology is designed to be compatible with a broad range of imaging modalities, capable of delivering various instruments to a desired target for a wide range of clinical applications and indications. 

Working at XACT Robotics allows you to exercise your creativity. We encourage our employees to develop themselves, grow their careers and execute meaningful technologies that make an impact on the lives of patients. 

If you have passion, drive, and a winning spirit, don`t miss this opportunity. 

OBJECTIVE: 

The Field Service Engineer (FSE) is responsible for leading, planning and execution of all service activities. This position provides a high level of service to customers and provides support of all system, technical and equipment challenges that may arise in the field.  (i.e. installation, repair, service, maintenance, or enhancement of hardware and/or software products).

Responsible for planning and executing service processes following the required documentation.

This role requires strong technical skills, the ability to work independently and with cross functional teams: Marketing, Sales, Sales Operations, Engineering, Product Management, R&D, RA/QA, etc.

We are looking for a highly motivated, self-directed individual who will thrive in a fast start-up environment and possess strong interpersonal skills.

MAIN RESPONSIBILITIES: 

  • Assist in planning, developing, implementing and executing service activities, processes and documentation.
  • Responsible for Installation and maintenance of company systems in a timely manner, by using relevant documentation (maintains installation and service reports).
  • Performs system repairs, maintenance, troubleshooting and diagnostics on systems both in the fieldand in-house.
  • Performs upgrade modifications and repairs as needed.
  • Responds to technical issues arising from the field(customers, sales representatives etc.) in a responsible and timely manner.
  • Communicates all feedback from the field(customers’ concerns, repairs, improvements requests etc.) to internal stakeholders.
  • Performs quality control testing on new and refurbished systems.
  • Assists in Lab equipment maintenance.
  • Manages assigned projects independently with minimum supervision.
  • Responsible for all relevant administrative paperwork and reports.
  • Combination of DEPOT level maintenance for our DEPOT in Hingham, MA and field service across New England.

QUALIFICATIONS & REQUIREMENTS: 

  • Practical technical engineer or engineer with a minimum of five years of multidisciplinary CAPITAL medical system support, fieldservice repair, and system level electrical/mechanical/software troubleshooting.
  • Proven ability to work independently.
  • Experience in planning and executing service processes – an advantage.
  • Medical regulatory knowledge ISO 13485.
  • Prior experience with robotics equipment – an advantage.
  • Proficient knowledge of computer hardware, operating systems and software.
  • Proficient with Microsoft Office Suite (Microsoft Office, Excel, Word, Outlook).
  • Able to work remotely and travel to customer sites (domestic and international).
  • Valid driver’s license and evidence of insurance / insurability a must
  • Able to handle multiple projects simultaneously and prioritize work with minimal supervision.
  • Comfortable working in hospital environment (CT room, OR)
  • Proven ability to communicate with customers, managers, and supervisor effectively.
  • Able to work off-shift which might be constrained by customer needs.
  • Advanced skills with working tools.
  • Required to perform mechanical operations which require arm force and delicate operations.
  • Required to lift and carry medium/heavy system components for service and repair.

The above statements are intended to describe the general nature and level of work being performed by the employee assigned to this classification. Descriptors within are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position.  

 Equal Employment Opportunity: 

XACT Robotics is proud to be an equal opportunity employer. It is the policy of XACT to provide equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, XACT will provide reasonable accommodations for qualified individuals with disabilities. 

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XACT ACE™ Robotic System is the world’s first and only hands-free robotic system that combines advanced image-based procedure planning and navigation with robotic instrument insertion and non-linear steering capabilities.