Field Service Engineer

Position Overview

The Field Service Engineer is responsible for administrative duties that ensure all technical customer service requirements are satisfied. This position is critical to customer support and reports to the Sr. Regional Field Service Manager. The responsibilities of a Field Service Engineer cover the full range of activities required to maintain Neuronetics’ NeuroStar™ systems. These systems are computer-based, precision, electromechanical medical devices that require specialized technical knowledge for routine maintenance and troubleshooting.

Essential Duties/Responsibilities

• Responsible to install, upgrade, maintain, and repair the NeuroStar Advanced Transcranial Magnetic Stimulation (TMS) Therapy System and subsystems in a respective territory. Fellow FSE coverage may require national travel on short notice.
• Provides in-depth mechanical, electronic, and software troubleshooting.
• Service Dispatches: Provide phone and on-site technical support for customers to minimize downtime.
• Preventive Maintenance: Responsible for developing a Preventive Maintenance schedule and performing all inspections in a timely manner according to established guidelines.
• Scheduling: Responsible for creating and maintaining a service schedule that addresses all service needs within a respective territory according to established priorities.
• Documentation: Responsible for inputting all performed service into department’s database. Responsible for data accuracy within that database for each system in the FSEs territory.
• Logistics forecast and safe storage of field stock: Responsible for ensuring adequate inventory is on hand to complete service activities, and for the safe storage of that field stock.
• Expenses: Maintains all expenses in accordance with company policy. Continuously seeks opportunities to reduce Field Service costs by combining trips and resolving customer issues remotely.
• Instrument Development: Supports instrument development to include serviceability & reliability. Communicates identified issues or customer recommendations to Field Service leadership.
• Product Quality: Quickly identify product problems in the field and communicate this information to Field Service leadership. Participate in root cause analysis and statistical analysis of field quality problems.

Administrative responsibilities timely completion

Service Reports ready to be reviewed by management within 3 business days of on-site work completion, parts shipped within 1 week of replacement, signed installation forms sent to Installation Forms distribution list within 24 hours of completion or same day if EOQ.

• Accurately and proficiently perform service record, expense, and inventory tracking activities, including all technical writing on Service Reports.
• Support the company mission by maintaining 100% training compliance.

Knowledge, Skill, and Abilities

• Advanced electronic and mechanical troubleshooting skills
• Extremely well organized
• Strong written and oral communication
• High attention to detail, precise documentation of database information
• Ability to travel on short notice, overnight stays as needed
• Highest integrity, committed to ethics
• Critical thinking skills, ability to be decisive, and prioritize based on department policy
• Ability to contact customers routinely and schedule service visits in an efficient manner
• Self-motivated, ability to meet objectives without direct supervision

Education and Experience

• AS in Technology or equivalent
• Excellent organizational, communication, and troubleshooting skills
• 5-7 years’ experience servicing complex, software-based, electromechanical devices

Experience managing a Field Service territory strongly desired

• Experience with medical device systems
• Customer-facing soft skills, ability to de-escalate
• Familiarity with FDA Regulations, QMSR, and ISO 13485.
• Familiarity with returned goods and refurbishment best practices.
• Effective team player
• Driven and highly results-oriented

Physical Requirements

• Standing/Sitting 40%
• Walking/Bending/Stooping 20%
• Lifting Requirements 70lbs
• Travel by air, rail, auto (90% of time)

Additional information

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Benefits

Statement: Selected candidate will be eligible to participate in the Company’s employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as.625 per pay period worked for vacation time and.29166 per pay period for personal time.

• Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual.
• If applicable and required under state law, the successful candidate will also be eligible for paid sick leave.
• These benefits are subject to plan terms, company policies and are subject to change.

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