Technical Field Service Representative in at THINK Surgical, Inc.

JOB SUMMARY

The Technical Field Service Representative (TFSTR) will perform complex customer support activities involving the on- site installation, service, troubleshooting, and repair of products at customer sites in a timely and cost-effective manner while following risk management requirements (ISO 14971: 2007 Section 3.3). Conduct business in a professional manner, building customer relationships and establishing customer satisfaction regarding system performance to specification. The TFST works to minimize meantime between failures of each product installation. This position is based in the Northeast Region, ideally New York, New Jersey, Connecticut, Long Island.

DUTIES & RESPONSIBILITIES

• Conduct on-site product installation & execute testing procedures to ensure proper working order.
• Isolate equipment start-up malfunctions and take corrective action.
• Perform Initial and Final Acceptance Testing.
• Resolve process challenges & track system performance at customer installations.
• Answer complex technical questions on equipment and work with customers to troubleshoot problems.
• Provide HW/SW technical engineering support via telephone and at customer sites.
• Work with engineering, regulatory, and manufacturing groups to develop & implement corrective actions as needed.
• Make recommended design changes to improve product overall effectiveness.
• Prepare daily logs and report of work performed.
• Prepare expense reports within one week of return from travel.
• Troubleshoot and debug new and existing robotic sub-systems (electrical/software/mechanical).
• Assist in the verification and validation process of the completed designs.

SUPERVISORY RESPONSIBILITIES

• N/A

QUALIFICATIONS

Required:

• AS degree in a technical field or equivalent experience.
• 3-5 years hands-on field service experience.
• Demonstrated competency & high level of understanding of system electronics, MSDOS, and Linux.
• Proficient computer skills, knowledge of MS Office, Excel, PowerPoint, Visio and Project.
• Excellent customer relations, listening, and organizational skills.
• Results-oriented, team player with a can-do attitude.
• Ability to work cooperatively with others within and across functions and at all levels of the company.
• Experience in standard bench test equipment such as digital millimeter oscilloscopes.
• Attendance and Punctuality are essential functions of the position.
• Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Preferred:

• Bachelor’s degree.
• Medical instrument development (FDA design controls) and industry experience.
• Experience with EMI/EMC compliance challenges, design for reliability, and design for manufacturability.
• Understanding of optical and/or magnetic position encoding technologies, principles, and knowledge of commercially available devices.
• Experience with additional sensing technologies (e.g., analog-optical, capacitive, inductive, resolvers, etc.).

COMPETENCIES

• Collaborate and communicate effectively
• Being resilient
• Situational adaptability
• Customer focus
• Decision quality

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Must be able to remain in a stationary position and operate office equipment for a prolonged period of time.
• Physical activities include, but not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 20 lbs.
• Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
• Occasionally work around moving mechanical parts.
• Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
• Must be able to travel as business necessitates (up to 80%).

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be possible to enable individuals with disabilities to perform the essential functions.