Field Support Representative
PROCEPT BioRobotics
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $61,000 - $85,000 per year
Job Level
JuniorMid-Level
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 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
Requirements
- Must either reside or live 1 hour from Chicago 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
- Work Authorization Status: Citizen /Permanent Resident
- (Preferred) Experience in life sciences or healthcare industry or a regulated (FDA) environment
- (Preferred) Previous startup experience