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.
What Your Day-To-Day Will Involve:
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
The Qualifications We Need You to Possess:
Must either reside or live 1 hour from New Jersey 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
The Qualifications We Would Like You to Possess
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.
