Field Service Technician (Neptune) - San Jose, CA

Stryker•San Francisco, CA

2d•Onsite

About The Position

The Field Service Technician supporting Neptune is a field-based technical resource for healthcare customers across an assigned territory. The role focuses on equipment service, troubleshooting, maintenance, installation, and documentation. Most work time is spent traveling in a company-provided vehicle between customer sites to resolve technical issues and ensure equipment performs as intended. The technician delivers a positive customer experience through effective service support, clear communication, accurate documentation, and collaboration with healthcare customers, clinical staff, sales partners, and internal stakeholders. The role requires managing multiple service priorities, working independently in fast-paced or stressful customer environments, and coordinating with internal partners when additional support is needed. Work may take place in healthcare environments where biohazardous materials are present. The technician must follow customer site requirements, safety standards, patient confidentiality policies, company procedures, and applicable personal protective equipment requirements. The schedule may include overtime, evening, overnight, or weekend work to support customer requirements.

Requirements

High school diploma or GED.
Valid driver's license and ability to travel frequently within the assigned territory, including overnight and weekend travel as needed, and occasional travel outside the territory to support business needs and coverage requirements.
Proficiency with Microsoft Office applications.
Ability to meet healthcare facility credentialing, compliance, safety, and access requirements, which may include vaccinations, training, and screening requirements, with or without reasonable accommodation.
Ability to perform essential physical requirements with or without reasonable accommodation, including standing, walking, bending, and working at customer sites for extended periods; regularly moving up to 20 pounds; and occasionally lifting up to 75 pounds.

Nice To Haves

At least 3 years of technical service, equipment repair, maintenance, or related experience.
Associate degree, bachelor's degree, or formal technical training in a technical discipline.
Experience with biomedical equipment maintenance, repair, installation, or field service support.

Responsibilities

Develop and maintain strong relationships with customers and internal partners, including sales and commercial teams, to deliver exceptional customer experiences, support optimal equipment performance, and meet business goals within the assigned territory.
Travel to hospitals and healthcare facilities to complete assigned service requests, installations, and preventive maintenance.
Troubleshoot, diagnose, and repair equipment issues to restore functionality and minimize downtime.
Install, maintain, and inspect medical equipment in accordance with service guidelines and quality standards.
Support software, connectivity, and system configuration activities as required to maintain equipment performance.
Coordinate service schedules, prioritize customer requests, communicate service findings and recommendations, and provide timely updates to customers and internal stakeholders.
Document service activities, repairs, parts usage, and results in company systems.
Interpret technical manuals, service bulletins, and engineering documentation to resolve equipment issues.
Follow customer site requirements, safety standards, patient confidentiality policies, company procedures, and PPE requirements in healthcare environments.