Field Support Representative- New Jersey

PROCEPT BioRobotics • New Jersey, NJ

5d • $85,000 - $88,000

About The Position

Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities. The Opportunity That Awaits You: As PROCEPT BioRobotics continues to expand its commercial operations, we are searching for a dynamic and dedicated Field Support Representative who will play a crucial role in providing exceptional technical support to our customers and team members. This position is pivotal in ensuring the successful installation, maintenance, and repair of our cutting-edge biomedical equipment, contributing to the overall mission of delivering outstanding customer experiences and advancing healthcare innovation.

Requirements

• Must either reside or live 1 hour from Atlanta International Airport areas
• Ability to travel up to 75% of the time
• Minimum 2+ years relevant experience.
• Associates degree required.
• Operation monitoring
• Quality control analysis
• Complex problem-solving and critical-thinking skills
• Ability to comprehend and write complex instructions, short correspondence, procedures, and training materials
• 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
• Citizen / Permanent Resident For US Based Candidates Only

Nice To Haves

• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required
• Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment.

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 problems to determine solutions, 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 in 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 the field and in-house
• Train PROCEPT personnel and distributors on the correct operation and servicing of equipment
• Provide remote technical support to customers and PROCEPT field personnel
• Comply with federal, state, and local regulations

Benefits

• Compensation also includes a 10% annual bonus, flexible time off, and RSUs at offer!
• Plus, eligibility for an annual bonus and equity/RSUs.
• PROCEPT’s health and wellness benefits for employees are second to none in the industry.
• We offer a comprehensive benefits package that includes full medical coverage, wellness programs, on-site gym, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, flexible or paid time off, paid parental leave, paid holidays, and many more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree