Field Service Engineer USA

Distalmotion SA•Dallas, TX

About The Position

The Field Service Engineer provides expert technical support to Distalmotion customers across the United States, ensuring high service quality and customer satisfaction. This role is responsible for installing, maintaining, troubleshooting, and repairing Distalmotion products within the assigned territory, while ensuring all service agreements and warranty obligations are fulfilled. Success in this role requires strong expertise in electro-mechanical systems, excellent problem-solving skills, and the ability to deliver outstanding customer service in clinical environments.

Requirements

3-5 years of Field Service experience.
Associate degree in a related field or equivalent training/experience.
Proven experience troubleshooting complex electro-mechanical systems.
Strong troubleshooting and analytical problem-solving skills.
Excellent communication and customer service skills.
Strong organizational and documentation abilities.
Proficiency with CRM/ERP systems and Microsoft Office tools.
Ability to work independently and manage geographically distributed territory.
Valid driver’s license with a clean driving record.
Ability to travel up to 70% and work flexible hours as required.
Ability to lift up to 30 kg (66 lbs) and maneuver wheeled loads up to 500 kg.
Must be legally authorized to work in the United States.

Nice To Haves

Experience in the medical device industry preferred.
Familiarity with operating room environments and clinical protocols is a plus.
Experience working in international or highly regulated environments is preferred.

Responsibilities

Install, troubleshoot, repair, and maintain Distalmotion products in accordance with company quality systems and procedures.
Perform scheduled maintenance activities including preventive maintenance, system inspections, upgrades, recalls, field actions, and software or hardware updates.
Diagnose and resolve technical issues within designated response times to minimize system downtime.
Coordinate system deliveries, installations, and hardware deployments for new customers.
Provide technical support and training to end users and internal teams.
Develop strong relationships with customers and maintain regular communication to ensure high levels of satisfaction.
Support hospital interactions, trade shows, demonstrations, and other company events as needed.
Support “Flying Dexter” deployments for demonstrations, marketing events, and customer engagements.
Maintain complete and accurate documentation of all service activities, including: Service orders Field activity reports Spare parts usage Return material authorizations (RMAs) Expense reports
Update and maintain installed base information within the ERP/CRM systems.
Manage spare parts inventory and service tools within the assigned territory.
Provide feedback to headquarters and participate in continuous improvement initiatives to enhance service processes and product quality.
Collaborate with Service Support, R&D, and Supply Chain teams to support product improvements and field actions.
Assist in onboarding and mentoring new or less experienced Field Service Engineers.
Maintain company-issued tools, equipment, laptops, and vehicles in proper working condition.
Ensure all tools requiring calibration are maintained and documented according to procedures.
Complete all required technical and professional training programs.
Comply with all company policies, quality procedures, and regulatory requirements.
Perform additional tasks as assigned by management.