Staff Field Support Representative – United Kingdom – United Kingdom

Company Overview

Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.

SUMMARY

As PROCEPT grows & expands its commercial operations Internationally, we need a Field Service Engineer committed to providing onsite and remote technical support to direct customers, company personnel & distributor partners. The ideal Field Support Representiative will take initiative to resolve issues, as well as proactively improve current systems to provide exceptional customer experiences. This key individual will also support the launch team and launch programs of new systems into new accounts. This role is responsible for timely installations and repair and requires flexibility in travel and assignments.

CORE RESPONSIBILITIES

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 of 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 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 National and Local regulations.

Maintain any personal certification and access requirements to hospitals across Europe & International.

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 EHS Policy

Travel and support International Customers

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.

Minimum 8+ relevant experience: Engineering or Technical Degree or Equivalent 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 80% 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 required

Communicate using English both verbally and in writing

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 have the ability to sit or stand at and operate a computer terminal and walk or travel safely within the facility. The employee must also be able to lift or move more than 50 lbs./25 Kgs.

While performing the duties of this job, the employee regularly works the majority of their time in the field in an office environment.

Understanding PROCEPT’s Culture

At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers.

And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens.

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances.

An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!

BENEFITS OF WORKING AT PROCEPT!

PROCEPT’s health and wellness benefits for employees are second to none in the industry. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a comprehensive benefits package that includes 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!