Field Support Representative

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Install, inspect, diagnose, and calibrate biomedical devices at client locations.

• Conduct preventive maintenance and servicing activities.

• Identify and resolve intricate technical problems.

• Upgrade, disassemble, repair, or replace devices as necessary.

• Maintain the field service database to monitor customer configurations and parts inventory.

• Collaborate with Customer Service to manage warranty returns.

• Document potential complaints, communicate feedback, and report trends.

• Preserve service documentation and enhance servicing procedures, processes, and the knowledge base.

• Monitor critical success factors for customers and provide recommendations.

• Partner with R&D, Manufacturing, QA, Sales, Clinical, and Marketing teams.

• Offer remote technical assistance to customers and PROCEPT field staff.

• Adhere to federal, state, and local regulations.

• Successfully complete all Vendor Credentialing Requirements.

⛳️ Requirements

• Bachelor's Degree or equivalent preferred.

• Over 3 years of experience in Medical Device Field Service.

• Strong verbal and written communication skills.

• Customer service and customer-facing abilities.

• Experience in operation monitoring.

• Proficiency in quality control analysis.

• Service-oriented mindset.

• Complex problem-solving and critical thinking capabilities.

• Ability to understand and compose complex instructions and brief correspondence.

• Skill in presenting information effectively in one-on-one and small group settings to customers and colleagues.

• Clear, concise, and professional communication with individuals globally, including hospital administration, staff, and sales and clinical teams.

• Exceptional motivation and commitment to delivering solutions for optimal customer experiences.

• Willingness to travel up to 75% of the time.

• Experience in life sciences, healthcare, or a regulated (FDA) environment is beneficial, but not mandatory.

• Must successfully complete all Vendor Credentialing Requirements.

🏝️ Benefits

• Opportunities for continuous career growth.

• Live induction program featuring cross-functional team building, executive leadership sessions, and immersion into the company mission.

• Management program tailored for people managers.

• Work/life balance.

• Reasonable accommodations for individuals with disabilities.