Job Title: Field Service Engineer
Department: Service
Reports To: SVP Strategic Innovations
Position Scope: Full Time
Position Level:  Senior Engineer Level
Location:  Hingham, MA (Boston)
Travel: 60%-80% 

Objective:

The Field Service Engineer (FSE) is responsible for leading, planning, and execution of all service activities in the company. Provides a high level of service to customers with all issues arise at the field, supports the systems and equipment (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 field and 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 in a timely manner
  • Communicates all feedback from the field (customers’ concerns, repairs, improvement requests, etc.)
  • 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

Qualifications & Requirements:

  • Practical technical engineer and a minimum of five years of multidisciplinary medical system support, field service repair, and system-level electrical/mechanical/software troubleshooting
  • Poses the ability to work independently
  • Experience in planning and executing service processes – an advantage
  • Medical regulatory knowledge – an advantage
  • Prior experience with robotics equipment – an advantage
  • Basic knowledge of computer hardware, operating systems, and software
  • Computer literacy is required (Microsoft Excel, Word, Outlook)
  • Must be able to work remotely and travel to customer sites (domestic and international)
  • Must possess a valid driver’s license, evidence of insurance/insurability
  • Ability to handle multiple projects simultaneously and prioritize work with minimal supervision
  • Must be comfortable working in a hospital environment (CT room, OR)
  • Must be able to communicate with customers, managers, and supervisors effectively
  • Ability to work off-shift which might be constrained by customer needs
  • Must be skillful with working tools
  • Required to perform mechanical operations that require arm force and delicate operations
  • Required to lift medium/heavy system components for service and repair

Pre-Application Form