Description

This position is responsible for performing installations and service engineering support for the Maestro system at customer sites. This role works closely with customers and collaborates frequently with internal functions e.g. Engineering, Manufacturing and Quality teams. The Product Support Field Service Engineer provides on-site customer installations/service support and performs periodic maintenance activities for Maestro systems. As needed, this role contributes to the development of technical installations and service documentation. Your Day-to-day Activities include interfacing with internal teams and customers in the coordination, planning, implementation, maintenance and service issues for Moon Surgical products, performing Installation/Service activities for Maestro systems at customer locations (hospitals), responding to customer issues regarding Moon Surgical product performance by diagnosing reported problems, performing problem-solving activities and demonstrating to customers that the reported problem has been resolved, performing periodic maintenance for Maestro systems at customer facilities, updating installed systems as needed and ensure optimal system functionality; upgrade installed base to enhance system capabilities and provide additional features, documenting and recording all Field Service activities, including customer feedback, documenting the results of all customer visits including formal installation and system functionality test reports consistent with Moon Surgical procedures, and travel to Moon’s San Carlos, CA office (training, alignment with internal teams in Engineering, Manufacturing etc.) and customer sites required.

Requirements

Team player with exceptional communication skills; strong technical background; exceptional time management and planning skills; Bachelor’s Degree required; science or engineering degree preferred; 3+ years of experience as a Product Support and/or Field Service Engineer in a technical customer service/field service role; experience in the medical device industry (US FDA and ISO 13485 quality system requirements) preferred; strong understanding of healthcare capital equipment preferred; ability to travel (60%+), including flexibility to execute on short notice assignments; home location with close access to regional air travel; self-starter; able to work independently and as a key contributor in small teams; excellent oral, written, and graphical communication skills.