Summary of Position
The Senior Field Service Engineer is responsible for providing world-class product technical support to customers throughout an assigned territory within the United States. This position requires extensive travel to customer sites to perform product installations, software updates, troubleshooting, repairs, preventive maintenance, and customer training. Travel of up to 75% of working time, including frequent overnight travel, is an essential function of this position.
The Senior Field Service Engineer plays a key role in supporting NeuraSignal's continued growth by delivering exceptional customer service and technical expertise while helping build a world-class Technical Services organization.
Essential Functions
- Travel up to 75% of the time throughout an assigned territory, including frequent overnight travel, to support customer installations, software updates, repairs, maintenance, training, and technical support. Travel is an essential function of this position.
- Domestic and International travel required.
- Travel by commercial airline and automobile to hospitals, clinics, and customer facilities throughout the assigned territory.
- Maintain flexibility to travel on short notice based on customer schedules, product implementation timelines, and business needs.
- Work directly with customers to troubleshoot and evaluate all product issues and inquiries within the assigned territory.
- Work onsite with customers and remotely in collaboration with Sales, Customer Care, Clinical Support, Engineering, and Operations to provide technical assistance.
- Conduct product demonstrations, installations, software updates, preventive maintenance, repairs, and issue resolution.
- Build strong customer relationships and foster a reputation for excellence in customer service.
- Become technically proficient in the mechanical, electrical, and software aspects of the entire NeuraSignal product portfolio.
- Repair, update, calibrate, and perform preventative maintenance on NeuraSignal products.
- Ensure customer issues and resolutions are accurately documented, tracked, and reported in accordance with NeuraSignal procedures.
- Effectively communicate with customers regarding service requests, installation schedules, software updates, and issue resolution.
- Proactively ensure timely issue resolution and appropriate follow-up to maximize customer satisfaction.
- Handle customer complaints in accordance with regulatory requirements and the NeuraSignal Quality Management System (QMS).
- Provide ongoing product training to internal employees and external customers.
- Manage and maintain an inventory of service tools, loaner equipment, replacement parts, and demonstration systems.
- Lead efforts to develop work instructions and best practices for common repairs and issue resolution.
- Participate in continuous improvement initiatives that support the development of a world-class Technical Services organization.
- Complete service documentation, expense reports, and other required administrative tasks accurately and timely.
- Perform other duties as assigned to support business and customer needs.
Qualifications
- Bachelor's degree in Electrical Engineering, Mechanical Engineering, Biomedical Engineering, or a related technical field preferred.
- Minimum of five (5) years of experience providing technical support, field service, or customer-facing service within the medical device industry, healthcare environment, or a related technical field.
- Previous field service experience supporting capital medical equipment is strongly preferred.
- Demonstrated success providing exceptional customer service and technical support.
- Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex electromechanical and software issues.
- Experience working directly with healthcare organizations, physicians, and clinical staff.
- Strong organizational, planning, and follow-up skills.
- Excellent verbal and written communication skills.
- Must use company provided cell phone for all service calls.
- Ability to manage multiple priorities while meeting deadlines.
- Ability to work independently while collaborating effectively within a cross-functional team.
- Ability to thrive in a rapidly changing environment where priorities and responsibilities evolve.
Travel Requirements
- Ability and willingness to travel up to 75% of working time throughout the United States and Internationally.
- Frequent overnight travel is required.
- Travel schedules may vary based on customer demand, installations, service calls, and business priorities.
- Flexibility to travel with limited notice when necessary to support customers.
- Ability to work evenings, weekends, and holidays when required to complete customer installations, software implementations, or service requests.
Physical Demands & Work Environment
- Frequently travel by commercial aircraft and automobile throughout assigned territories.
- Frequently work in hospitals, outpatient clinics, physician offices, and other healthcare environments.
- Frequently transport service equipment, tools, demonstration systems, and replacement parts.
- Ability to lift up to 75 pounds and move equipment weighing up to 150 pounds, with or without reasonable accommodation.
- Ability to stand, walk, bend, kneel, reach, climb stairs, and work in confined spaces for extended periods.
- Ability to operate computers, diagnostic equipment, and hand tools.
- Ability to safely work around medical equipment and in clinical environments while following all applicable safety and infection control procedures.
Additional Information
The duties and responsibilities described above are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Employees may be assigned additional responsibilities as business needs require.
Pay: $40.00 - $55.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Safety equipment provided
- Tools provided
- Vision insurance
Work Location: On the road
