Field Service Engineer III

TransMedics, Inc.

5d•$80,000 - $113,000•Remote

About The Position

The Field Service Engineer III independently supports the installation, preventive maintenance, repair, troubleshooting, and upgrade of TransMedics Organ Care Systems (OCS) within an assigned geographic region. The role helps ensure the availability, reliability, and performance of these medical devices and requires independent management of service activities, customer priorities, scheduled maintenance, and urgent equipment issues in accordance with quality and regulatory requirements. This is a remote, field-based position with significant domestic travel in the assigned region, occasional travel outside the region and internationally, and the possibility of short-notice service needs. The engineer serves as an experienced technical resource for other Field Service Engineers, providing troubleshooting assistance, technical guidance, training, and mentoring as needed. The position does not have direct people-management responsibilities. The role supports customers at hospital and clinical sites, collaborates with Quality, Engineering, Operations, and other partners, and requires accurate service documentation and maintenance of field tools and equipment. Travel may reach 80% and may involve frequent overnight stays, nights or weekends, and lifting or transporting equipment weighing up to 50 pounds.

Requirements

Bachelor's degree and at least 3 years of experience as a Field Service Engineer; or an associate's/technical degree and at least 5 years of experience; or a high school diploma or equivalent and at least 7 years of experience.
Demonstrated experience servicing, repairing, maintaining, and troubleshooting complex electromechanical equipment.
Demonstrated ability to assemble and disassemble highly complex electromechanical systems.
Strong analytical, diagnostic, problem-solving, and troubleshooting skills.
Ability to work independently in a field-based environment with limited day-to-day supervision.
Ability to independently prioritize multiple service activities, customer needs, preventive maintenance requirements, and urgent equipment issues.
Strong verbal and written communication skills.
Strong interpersonal and customer-service skills.
Valid driver's license and valid passport.
Ability and willingness to meet the travel and physical requirements of the position, including travel up to 80%, short-notice travel, and occasional support outside normal working hours, including nights and weekends.
Physical ability to uncrate and crate an Organ Care System and lift and transport service tool kits and equipment weighing up to 50 pounds.

Nice To Haves

Field service experience supporting complex medical devices or medical equipment.
Experience servicing FDA-regulated medical devices.
Experience providing field service in hospitals, clinical environments, or other healthcare settings.
Previous responsibility for independently managing or supporting a geographic service territory or region.
Experience serving as a senior, lead, or go-to technical resource within a Field Service organization.
Experience training, mentoring, or providing technical guidance to other Field Service Engineers.
Experience providing remote or phone-based technical troubleshooting support to customers or other field engineers.
Experience performing preventive and corrective maintenance, equipment upgrades, installations, and field repairs.
Experience working within a regulated Quality Management System and completing service documentation in accordance with quality and regulatory requirements.
Demonstrated ability to troubleshoot complex equipment independently and determine root cause and corrective action.
Ability to work calmly and effectively under pressure while maintaining a positive, professional demeanor.
Outstanding customer interaction skills and a demonstrated track record of working professionally with hospital and clinical customers.
Strong organizational, multitasking, and prioritization skills.
Detail-oriented with the ability to maintain accurate and timely service documentation.
Reliable, self-directed, and able to independently manage a field service workload and travel schedule.
Proficiency with Microsoft Word, Excel, and other standard business applications.
Ability to speak a foreign language.

Responsibilities

Install, repair, maintain, troubleshoot, and upgrade TransMedics Organ Care Systems at internal and external customer sites.
Independently manage field service activities within an assigned geographic region, ensuring devices and equipment are serviced, repaired, and maintained compliantly and on time.
Perform scheduled preventive maintenance and other required service activities in accordance with established procedures, quality requirements, and applicable regulatory standards.
Troubleshoot complex electromechanical systems, identify root causes, and independently determine corrective actions.
Respond to equipment issues and customer service needs with appropriate urgency while prioritizing multiple service activities.
Provide remote and phone-based technical troubleshooting support to customers, internal partners, and other Field Service Engineers when appropriate.
Provide troubleshooting support, technical guidance, knowledge sharing, training, and mentoring to other Field Service Engineers as needed.
Complete service reports, documentation, and required records accurately and promptly.
Enter service activities and other required information into company databases and systems according to established procedures.
Maintain field service tools, test equipment, and other equipment used in service activities.
Develop and maintain professional relationships with hospital customers and internal and external stakeholders.
Promote customer satisfaction through responsive communication, technical expertise, professionalism, and service excellence.
Collaborate with Quality, Engineering, Operations, and other cross-functional partners to resolve equipment and service issues.
Maintain detailed knowledge of TransMedics products, service procedures, quality requirements, and applicable regulatory requirements.
Perform other tasks and duties as assigned or required.