Field Support Representative

PROCEPT BioRobotics•Washington, DC

7d•$35 - $41•Onsite

About The Position

A Field Service Representative is committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Service Representative will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This role is responsible for timely installations and repair and requires flexibility in travel and assignments.

Requirements

Bachelors Degree or Equivalent preferred
3+ years of Medical Device Field Service Experience
Excellent verbal and written communication
Customer Service / Customer Facing skills
Operation monitoring
Quality control analysis
Service orientation
Complex problem solving and critical thinking skills
Ability to comprehend and write complex instructions and short correspondence
Ability to effectively present information in one-on-one and small group situations to customers and coworkers
Ability to communicate in a clear, concise and professional manner with people globally, including hospital administration, staff, and sales and clinical team members, often in stressful situations
Exceptional level of drive and dedication to deliver resolutions for the best customer experience
Ability to travel up to 75% of the time

Nice To Haves

Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required

Responsibilities

Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures
Perform preventive maintenance or service
Diagnose and resolve complex technical issues, and upgrade, disassemble, repair, or replace equipment
Update field service database to track and analyze customer configurations and parts inventory, work with Customer Service to process warranty returns
Record potential complaints, relay feedback and report trends
Maintain comprehensive expertise of service documentation; generate and improve servicing procedures, processes, and knowledgebase
Proactively monitor customer critical success factors and provide recommendations
Collaborate with R&D, Manufacturing, QA, Sales, Clinical and Marketing in field and in house
Provide remote technical support to customers and PROCEPT field personnel
Comply with federal, state, and local regulations
Successfully complete all Vendor Credentialing Requirements