Staff Field Support Representative - United Kingdom

As PROCEPT grows & expands its commercial operations Internationally, we need a Field Service Engineer committed to providing onsite and remote technical support to direct customers, company personnel & distributor partners. The ideal Field Support Representiative will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This key individual will also support the launch team and launch programs of new systems into new accounts. This role is responsible for timely installations and repair and requires flexibility in travel and assignments. ### CORE RESPONSIBILITIES * Install, inspect, troubleshoot, and calibrate biomedical equipment at customer sites, following manufacturers' manuals and applicable policies and procedures * Perform preventive maintenance or service, diagnose problems to determine solutions, 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 * Train PROCEPT personnel and distributors on the correct operation and servicing of equipment * Provide remote technical support to customers and PROCEPT field personnel * Comply with National and Local regulations. * Maintain any personal certification and access requirements to hospitals across Europe & International. * Maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance. * Understand and adhere to the PROCEPT BioRobotics EHS Policy * Travel and support International Customers ### QUALIFICATIONS (Education, Experience, Certifications) * 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. * Minimum 8+ relevant experience: Engineering or Technical Degree or Equivalent Preferred * 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, short correspondence, procedures and training materials. * 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 80% of the time * Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment. * Experience in life sciences or healthcare industry required * Communicate using English both verbally and in writing ### PHYSICAL DEMANDS & WORK ENVIRONMENT * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * To perform this duty the employee must have the ability to sit or stand at and operate a computer terminal and walk or travel safely within the facility. The employee must also be able to lift or move more than 50 lbs./25 Kgs. * While performing the duties of this job, the employee regularly works the majority of their time in the field in an office environment.