PROCEPT BioRobotics

Field Service Manager

PROCEPT BioRobotics

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $115,000 - $135,000 per year

About the role

  • Lead, mentor, and develop a growing team of Field Service Engineers to ensure exceptional customer service and technical excellence.
  • Build and scale field service processes, documentation, and best practices as the organization expands.
  • Forecast staffing needs and support hiring, onboarding, and training of new team members.
  • Provide performance feedback, support career development, and foster a culture of accountability and continuous improvement.
  • Collaborate cross-functionally with Engineering, Product, Quality, Sales, and Clinical teams to ensure robust, consistent field operations and to ensure all pipeline products are designed with serviceability in mind.
  • Deliver expert-level service, troubleshooting, repair, and maintenance of advanced surgical robotic systems at customer sites.
  • Serve as a technical escalation point for the team; resolve complex issues and guide root-cause analysis.
  • Support new system installations, upgrades, validations, and field testing of emerging technology.
  • Ensure timely service delivery, compliance with safety and regulatory requirements, and exceptional surgeon/hospital staff experience.
  • Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement.
  • Oversee service metrics such as uptime, response time, throughput, and customer satisfaction.
  • Manage inventory, parts forecasting, and service-related logistics within designated region(s).
  • Maintain accurate service records and ensure adherence to all service policies and procedures for yourself and your team.
  • Help drive readiness for product launches, new clinical indications, or expanded service territories.

Requirements

  • Bachelor’s degree in Engineering, Biomedical Technology, Mechanical/Electrical Engineering, or related field; equivalent experience considered.
  • 5+ years of experience in field service roles involving complex electro-mechanical or medical devices; experience in surgical robotics or capital medical equipment strongly preferred.
  • 2+ years of team leadership, mentoring, or supervisory experience (formal or informal).
  • Demonstrated ability to thrive in a hands-on, fast-growth, startup-like environment.
  • Strong diagnostic and troubleshooting abilities across hardware, software, and networking domains.
  • Excellent communication skills with the ability to build trust with clinicians, hospital staff, and cross-functional teammates.
  • Ability to travel 50–75% depending on territory and business needs.
Benefits
  • full medical coverage
  • wellness programs
  • on-site gym
  • 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
  • many more!
Applicant Tracking System Keywords

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

Hard Skills & Tools
field service processestroubleshootingrepairmaintenanceelectro-mechanical devicesmedical devicessurgical roboticsdiagnostic abilitiessoftwarenetworking
Soft Skills
leadershipmentoringcommunicationcollaborationcustomer serviceaccountabilitycontinuous improvementtrust buildingperformance feedbackcareer development
Certifications
Bachelor’s degree in EngineeringBiomedical TechnologyMechanical EngineeringElectrical Engineering