Company Overview
Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.
Understanding PROCEPT's Culture
At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers.
And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens.
We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances.
An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!
The Opportunity That Awaits You
A Field Service Representative is committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Service Representative will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This role is responsible for timely installations and repair and requires flexibility in travel and assignments.
What Your Day-To-Day Will Involve
Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures
Perform preventive maintenance or service
Diagnose and resolve complex technical issues, and upgrade, disassemble, repair, or replace equipment
Update field service database to track and analyze customer configurations and parts inventory, work with Customer Service to process warranty returns
Record potential complaints, relay feedback and report trends
Maintain comprehensive expertise of service documentation; generate and improve servicing procedures, processes, and knowledgebase
Proactively monitor customer critical success factors and provide recommendations
Collaborate with R&D, Manufacturing, QA, Sales, Clinical and Marketing in field and in house
Provide remote technical support to customers and PROCEPT field personnel
Comply with federal, state, and local regulations
Successfully complete all Vendor Credentialing Requirements
The Qualifications We Need You to Possess
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelors 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 in a clear, concise and professional manner with people globally, including hospital administration, staff, and sales and clinical team members, often in stressful situations
Exceptional level of drive and dedication to deliver resolutions for the best customer experience
Ability to travel up to 75% of the time
Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required
Pay Range for this role:
$34.91 to $41.07
