Field Support Representative

PROCEPT BioRobotics is a surgical robotics company enabling better patient care by developing transformative solutions in urology. With an initial focus on BPH, the company’s AquaBeam® Robotic System delivering Aquablation therapy, is the first FDA-cleared, automated surgical robot for the treatment of lower urinary tract symptoms (LUTS) due to benign prostatic hyperplasia (BPH). Aquablation therapy combines real-time, multi-dimensional imaging, automated robotics and heat-free waterjet ablation for targeted, controlled, and immediate removal of prostate tissue. Aquablation therapy offers predictable and reproducible outcomes, independent of prostate anatomy, prostate size or surgeon experience. 

SUMMARY

As PROCEPT grows its commercial operations, we need a Field Support Representative committed to providing onsite and remote technical support to customers and company personnel. The ideal Field Support 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.

CORE RESPONSIBILITIES (Other duties may be required as assigned)

• 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
• 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 Quality & EHS Policies

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. 
• Associates’ degree 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 75% 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 or a regulated (FDA) environment a plus, but not required

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 be able to sit or stand at and operate a computer terminal, walk or travel safely within the facility, and lift or move more than 50 lbs. 
• The employee will frequently be exposed to medical facilities, for which proper personal protective equipment (PPE) will be assigned and worn.

For US Based Candidates Only

Work Authorization Status: Citizen /Permanent Resident

For this role, the anticipated base pay range is $67,000-92,000 a year