Senior Field Service Engineer

This is a fully remote position, open to applicants in Alaska, +9 more states.

📋 Description

• Delivers technical assistance to customers, the education department, and the sales team at the highest possible service standard.

• Addresses inquiries, resolves equipment issues, conducts upgrades, and performs onsite preventative maintenance and repairs.

• Manages warranties, spare parts, and the scheduling of onsite service efficiently.

• Takes responsibility for providing professional, accurate, and meaningful guidance when interacting with both internal and external customers.

• Collaborates closely with cross-functional colleagues to ensure consistency in procedures, technology, and adherence to company policy.

⛳️ Requirements

• Bachelor's degree in a technical discipline with 10 years of experience in medical device field service; or 12 years of experience in medical device field service or support.

• Proficiency in working with robotics, ultrasound, or imaging equipment.

• Experience or training in a medical environment, with familiarity in interacting with hospital personnel.

• Solid understanding of multi-disciplinary systems (software, hardware, mechanics & algorithms).

• Responds to customer inquiries within 60 minutes of the initial call (via Microsoft Teams) or email for US contacts only.

• Ensures a response within 24 hours for OUS inquiries.

• Addresses onsite needs within 4 days for US and 7 days for OUS requests.

• This includes coordinating with partners abroad to perform necessary tasks.

• Willingness to travel on short notice when needed.

• Conducts troubleshooting for customers over the phone.

• Collaborates with the team to generate service requests or service orders.

• Provides FAQ support and updates FAQ listings online.

• Offers field support as necessary.

• Assists in scheduling technical service activities.

• Initiates customer returns and aids in getting items back to HistoSonics for analysis as required.

• Performs other duties as assigned.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life, short-term, and long-term disability insurance.

• 401(k) plan.

• Paid time off.

• Equal opportunity employer.