[Hiring] Field Support Representative @PROCEPT BioRobotics

Role Description

As PROCEPT BioRobotics continues to expand its commercial operations, we are searching for a dynamic and dedicated Field Support Representative who will play a crucial role in providing exceptional technical support to our customers and team members. This position is pivotal in ensuring the successful installation, maintenance, and repair of our cutting-edge biomedical equipment, contributing to the overall mission of delivering outstanding customer experiences and advancing healthcare innovation.

• 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 in 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 the 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 federal, state, and local regulations.

Qualifications

• Must either reside or live 1 hour from Atlanta International Airport areas.
• Ability to travel up to 75% of the time.
• Minimum 2+ years relevant experience. Associates degree required.
• Operation monitoring.
• Quality control analysis.
• 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.

Requirements

• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required.
• Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment.

Benefits

• Compensation range: $39.67 - $46.67 an hour.
• Compensation also includes a 10% annual bonus, flexible time off, and RSUs at offer.
• Anticipated base pay range: $85,000-88,000 a year plus eligibility for an annual bonus and equity/RSUs.
• Comprehensive benefits package including full medical coverage, wellness programs, on-site gym, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, flexible or paid time off, paid parental leave, paid holidays, and many more.