Senior Field Service Engineer - West Coast, Greymouth

Senior Field Service Engineers - West Coast or East Coast Full Time US 9 days ago Requisition ID: 1009 HistoSonics is a medical device company, founded in 2009, that has developed a non-invasive, sonic beam therapy platform that uses histotripsy, which is capable of destroying targeted liver tumors. Our mission and passion are to advance the novel science of histotripsy and its powerful benefits, bringing meaningful and transformational change to physicians and their patients.Location: 2 positions. One for the West Coast&one for the East Coast (Remote/Field-based) - Should live near major airport. Travel: 60-70%. Most travel is Mon.-Thurs., about 3 overnights in hotels a week, with Friday being home/flex. (Occasional international trips.) Position Summary: Provides technical field support to customers, the education department, and sales group at the highest service level possible. Answers questions, troubleshoots equipment issues, performs upgrades (mechanical, electrical and software), plus onsite preventative maintenance, and repair. Supports the management of warranties and spare parts. Works with sites to schedule on-site service when possible. Accountable for providing professional, accurate and meaningful advice when interacting with internal and external customers. Works closely with cross-functional peers to ensure uniformity in procedures, technology, and compliance to company policy.In addition to the responsibilities above, this position will also help support some OUS sites as a backup capacity but will not be a focus of this position. Key Responsibilities: Main area of focus will be the Western US territories. Locations are subject to change as company growth and areas expand. Changes will be based on the number of locations and workload. Physically troubleshoot and repair systems.Monitor all customer-related service call information. Support internal and external members of the Technical Service department. Support and interface with our internal and external customers in a technical and problem-solving capacity, by phone and in person. Develop troubleshooting guidelines in collaboration with their peers in technical service and other functional departments as needed.Review, improve, and maintain technical service documentation. Assist Product Assurance and Quality Systems Management with any complaint activities. Work with team to initiate, schedule, and perform all PM activities. Help cover areas when other Tech service personnel are overburdened or on vacation.Respond to customers within 60 minutes of initial call (Microsoft Teams) or e-mail US only. OUS 24 hours to respond. Respond to in-site needs within 4 days US and 7 Days OUS. This includes scheduling partners abroad to perform tasks as needed. Work with the team to create a service request or service order.Provides FAQ Support and updates FAQ listings online. Support and assist in scheduling technical services. As needed, initiate customer returns and assist getting items back to HistoSonics for analysis. Other Duties as assigned. Qualifications: Bachelor’s degree in a technical field with 5 years’ experience in medical device field service; OR 12 years’ experience in medical device field service or support.Experience or training in a medical setting, familiarity interacting with hospital staff. Working knowledge of multi-disciplinary systems (SW, HW, Mechanics&Algorithms). Willingness to travel 60-70%, at times on short notice. Drug screen and background check are required for hospital credentialing, along with vaccinations (which need to be maintained). HistoSonics pays for classes, etc. A sense of humor is helpful. Salary Range: $130,000-160,000, plus bonus.Benefits: We offer a comprehensive benefits package for full-time employees. This includes health, dental, and vision insurance, life, short-term and long-term disability insurance, 401(k), paid time off, and more. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.#J-18808-Ljbffr