Field Service Representative - Los Angeles, CA / Phoenix, AZ

Teleflex•Los Angeles, CA

2d•$90,000 - $100,000•Remote

About The Position

The Field Service Representative provides onsite field service and support for Teleflex cardiac customers in hospitals and other facilities across North America. The role partners with regional and territory sales managers, clinical specialists, and service personnel in a designated territory. Incentive compensation is offered through a Management by Objectives (MBO) structure, aligning individual performance with business goals and organizational objectives. The position supports and performs clinical engineering services, including installations, field updates, service, and repair, primarily for existing customers. It also provides technical support by phone, email, and onsite; supports customers and cross-functional teams with immediate technical needs; and helps grow service-contract business. The representative documents service and customer activity, manages territory expenses and consignment inventory, leads biomedical technical training, coordinates third-party service agents, and ensures compliance with Teleflex processes and customer service needs. The role is based in a remote/field working environment and requires substantial regional travel. The posting lists 75% regional travel and notes expected travel of more than 50%.

Requirements

Five years of technical service experience in a hospital or clinical setting.
An associate degree in a related technical field, an advanced certification or license in a related field, or five years of relevant clinical service experience.
Basic understanding of electrical and mechanical systems in medical devices.
Exceptional technical acumen.
Self-motivated, customer-focused attitude.
Strong verbal and written communication skills.
Exceptional organizational and time-management skills.
Ability to work within the constraints of a regulated industry.
Understanding of the healthcare environment and landscape.
Strong computer skills, especially Microsoft Excel, Word, and PowerPoint.
Ability to work on call shifts to support customers.

Nice To Haves

Experience with balloon pumps.
Experience selling biomedical service contracts.

Responsibilities

Support sales of biomedical training, demand services, and contractual services in the region.
Perform clinical engineering services, including installations, field updates, service, and repair, primarily for existing customers in the assigned territory.
Support clinical engineering services outside the managed territory as needed.
Document field service work, customer contacts, call data, and other service information on field service forms, in computer databases, and in the Field Service management system.
Respond professionally to incoming requests from cross-functional team members and hospital personnel requiring immediate technical support.
Provide technical support to customers by phone, email, and onsite.
Recommend service-support strategies based on territory characteristics.
Identify and provide leads to support growth of service contracts.
Maintain thorough knowledge of Teleflex MCS services and competing offerings.
Manage expenses efficiently within designated budgets.
Manage consignment inventory for batch control, accuracy, and efficiency.
Ensure training, certification, and licensing requirements are met.
Provide customer feedback to sales, service, and marketing teams.
Perform related duties and special projects as assigned.
Lead BioMed Technical Training Courses.
Manage third-party agents providing customer support in the territory to ensure customer commitment and satisfaction.
Maintain communication with Service, Sales, and Clinical representatives in the territory.
Ensure compliance with Teleflex processes, policies, and guidelines.
Promote customer engagement through the Field Service customer survey.
Communicate and collaborate with customers in a timely manner based on their service needs.
Work on call shifts to support customers.