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