Field Service Engineer – III

This is a fully remote position, open to applicants in United States.

📋 Description

• Install, repair, maintain, troubleshoot, and upgrade TransMedics Organ Care Systems at both internal and external customer locations.

• Manage field service operations independently within a designated geographic area.

• Conduct scheduled preventive maintenance and necessary service tasks in accordance with established procedures, quality standards, and regulatory guidelines.

• Diagnose complex electromechanical systems, identify underlying issues, and propose corrective measures.

• Address equipment concerns and respond to customer service inquiries while effectively managing multiple service tasks.

• Offer remote and phone-based technical troubleshooting assistance.

• Act as a technical resource for fellow Field Service Engineers by providing troubleshooting support, guidance, knowledge sharing, training, and mentoring.

• Complete service reports, documentation, and maintain required records.

• Log service activities and relevant information into company databases and systems.

• Ensure service tools, testing equipment, and other field service apparatus are well-maintained.

• Build and nurture professional relationships with hospital customers and both internal and external stakeholders.

• Enhance customer satisfaction through prompt communication, technical expertise, professionalism, and outstanding service delivery.

• Collaborate with Quality, Engineering, Operations, and other cross-functional teams.

• Maintain comprehensive knowledge of products, service protocols, quality standards, and regulatory obligations.

• Perform additional assigned tasks and responsibilities as directed by TransMedics.

⛳️ Requirements

• Bachelor's degree with at least 3 years of experience as a Field Service Engineer; OR an Associate's/Technical degree with a minimum of 5 years of experience in the same role; OR a high school diploma or equivalent with at least 7 years of experience as a Field Service Engineer.

• Proven experience in servicing, repairing, maintaining, and troubleshooting intricate electromechanical equipment.

• Demonstrated capability to assemble and disassemble highly complex electromechanical systems.

• Excellent analytical, diagnostic, problem-solving, and troubleshooting skills.

• Proven ability to work autonomously in a field-based setting with minimal daily supervision.

• Skill in prioritizing multiple service tasks, customer requirements, preventive maintenance, and urgent equipment issues independently.

• Strong verbal and written communication abilities.

• Excellent interpersonal and customer service skills.

• Must hold a valid driver's license and a valid passport.

• Willingness to travel up to 80% of the time, including domestic and occasional international trips.

• Ability to manage a demanding travel schedule and respond to short-notice travel requests.

• Availability to support business needs outside regular working hours, including occasional nights and weekends.

• Capable of uncrating and crating an Organ Care System and lifting and transporting service tool kits and equipment weighing up to 50 pounds.

• Preferred: Experience in field service for complex medical devices or medical equipment.

• Preferred: Experience servicing FDA-regulated medical devices.

• Preferred: Background in hospitals, clinical environments, or healthcare settings.

• Preferred: Experience independently managing or supporting a geographic service area or region.

• Preferred: Background as a senior, lead, or primary technical resource within a Field Service organization.

• Preferred: Experience training, mentoring, or providing technical guidance to other Field Service Engineers.

• Preferred: Experience delivering remote or phone-based technical troubleshooting assistance.

• Preferred: Experience with preventive maintenance, corrective maintenance, equipment upgrades, installations, and field repairs.

• Preferred: Familiarity with a regulated Quality Management System and service documentation.

• Proficiency in Microsoft Word, Excel, and other standard business applications.

• Ability to communicate in a foreign language is a plus.

🏝️ Benefits

• Medical coverage with a Health Reimbursement Account through Blue Cross/Blue Shield of MA.

• Dental insurance.

• Vision insurance.

• Healthcare Flexible Spending Account.

• Dependent Care Flexible Spending Account.

• Short Term Disability insurance.

• Long Term Disability insurance.

• 401K retirement plan.

• Pet insurance.

• Employee Stock Purchase Plan.