PROCEPT BioRobotics

Staff Field Support Representative

PROCEPT BioRobotics

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Lead

About the role

  • 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 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
  • 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 National and Local regulations.
  • Maintain any personal certification and access requirements to hospitals across Europe & International.
  • Maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance.
  • Understand and adhere to the PROCEPT BioRobotics EHS Policy
  • Travel and support International Customers

Requirements

  • Minimum 8+ relevant experience: Engineering or Technical Degree or Equivalent Preferred
  • 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, 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
  • Ability to travel up to 80% of the time
  • Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment.
  • Experience in life sciences or healthcare industry required
  • Communicate using English both verbally and in writing.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
biomedical equipment installationtroubleshootingcalibrationpreventive maintenancediagnostic problem solvingservice documentationquality control analysistechnical supportfield service database managementregulatory compliance
Soft skills
verbal communicationwritten communicationcustomer servicecomplex problem solvingcritical thinkingpresentation skillsservice orientationdrive and dedicationcollaborationability to work in stressful situations
Certifications
Engineering DegreeTechnical Degreerelevant personal certifications