Field Support Representative

🔥 0 minutes ago

🦀 Maryland, Virginia – Remote

🦀 Maryland – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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PROCEPT BioRobotics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏥 Healthcare

🔧 Hardware

🤖 Artificial Intelligence

💰 $175M Post-IPO Secondary - PROCEPT BioRobotics on 2024-10

Healthcare • Hardware • Artificial Intelligence

PROCEPT BioRobotics is a medical technology company that develops AI-powered robotic systems for the surgical treatment of benign prostatic hyperplasia (BPH). Their flagship offering, Aquablation therapy delivered via the HYDROS and AquaBeam robotic systems, is an ultrasound-guided, robotic-assisted waterjet procedure designed to precisely remove prostate tissue while preserving sexual function and continence across prostates of varying shapes and sizes. The company emphasizes computer-assisted treatment planning, clinical evidence of safety and durability, and robotic hardware and software (including AI features) to support urologic surgery.

📋 Description

• Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites • Perform preventive maintenance and service • Diagnose and resolve complex technical issues • Upgrade, disassemble, repair, or replace equipment • Update the field service database to track customer configurations and parts inventory • Work with Customer Service to process warranty returns • Record potential complaints, relay feedback, and report trends • Maintain service documentation and improve servicing procedures, processes, and the knowledgebase • Monitor customer critical success factors and provide recommendations • Collaborate with R&D, Manufacturing, QA, Sales, Clinical, and Marketing teams • Provide remote technical support to customers and PROCEPT field personnel • Comply with federal, state, and local regulations • Complete all Vendor Credentialing Requirements successfully

🎯 Requirements

• Bachelor's Degree or equivalent preferred • 3+ years of Medical Device Field Service Experience • 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 and short correspondence • Ability to effectively present information in one-on-one and small group situations to customers and coworkers • Ability to communicate clearly, concisely, and professionally with people globally, including hospital administration, staff, and sales and clinical team members • Exceptional drive and dedication to deliver resolutions for the best customer experience • Ability to travel up to 75% of the time • Experience in life sciences, healthcare, or a regulated (FDA) environment is a plus, but not required • Must successfully complete all Vendor Credentialing Requirements

🏖️ Benefits

• Continuous career growth opportunities • Live induction program with cross-functional team building, executive leadership sessions, and company mission immersion • Management program for people managers • Work/life blend • Reasonable accommodations for individuals with disabilities