Field Service Engineer III

TransMedics, Inc.

2d•Remote

About The Position

The Field Service Engineer III is responsible for independently supporting the installation, preventive maintenance, repair, troubleshooting, and upgrade of TransMedics Organ Care Systems (OCS™) within an assigned geographic region. This role is critical to ensuring the availability, reliability, and performance of TransMedics life-saving medical devices. The Field Service Engineer III will independently manage service activities within an assigned region, including prioritizing customer needs, responding to equipment issues, completing scheduled preventive maintenance and upgrades, and ensuring all service activities are completed in accordance with applicable quality and regulatory requirements. As an experienced member of the Field Service team, the Field Service Engineer III will also serve as a technical resource to other Field Service Engineers and may provide troubleshooting assistance, technical guidance, training, and mentoring as needed. This is a remote, field-based position requiring significant domestic travel within the assigned region, with occasional travel outside the region and internationally based on business needs. Candidates must be comfortable working independently, traveling frequently, and responding to service needs on short notice.

Requirements

Bachelor's degree with a minimum of 3 years of experience as a Field Service Engineer; OR Associate's/Technical degree with a minimum of 5 years of experience as a Field Service Engineer; OR High school diploma or equivalent with a minimum of 7 years of experience as a Field Service Engineer.
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.
Demonstrated 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.
Must possess a valid driver's license and valid passport.
Must be able and willing to meet the travel and physical requirements of the position.

Nice To Haves

Field service experience supporting complex medical devices or medical equipment.
Experience servicing FDA-regulated medical devices.
Experience providing field service within 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 maintenance, corrective maintenance, equipment upgrades, installations, and field repairs.
Experience working within a regulated Quality Management System and completing service documentation in accordance with applicable 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 and professional demeanor.
Outstanding customer interaction skills with a demonstrated track record of working professionally with hospital and clinical customers.
Strong organizational, multitasking, and prioritization skills.
Detail-oriented with demonstrated 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 is a plus.

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 TransMedics devices and equipment are serviced, repaired, and maintained in a compliant and timely manner.
Perform scheduled preventive maintenance and other required service activities in accordance with established procedures, quality requirements, and applicable regulatory standards.
Troubleshoot complex electromechanical systems to identify root causes and independently determine appropriate corrective actions.
Respond to equipment issues and customer service needs with an appropriate level of urgency while effectively prioritizing multiple service activities.
Provide remote and phone-based technical troubleshooting support to customers, internal partners, and other Field Service Engineers when appropriate.
Serve as an experienced technical resource for other Field Service Engineers, including providing troubleshooting support, technical guidance, knowledge sharing, training, and mentoring as needed.
Complete service reports, documentation, and other required records accurately and in a timely manner.
Enter completed service activities and other required information into applicable company databases and systems in accordance with established procedures.
Maintain service tools, test equipment, and other equipment utilized in field service activities.
Develop and maintain strong professional relationships with hospital customers and other internal and external stakeholders.
Drive 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-related issues.
Maintain detailed knowledge of TransMedics products, service procedures, quality requirements, and applicable regulatory requirements.
Perform other TransMedics tasks and duties as assigned or required.