Description

This position is responsible for providing customer-facing installations/service engineering support for the Maestro system. This role works closely with customers and collaborates frequently with internal functions e.g. Engineering, Manufacturing and Quality teams and works on customer implementation projects. The position enables customer success while driving continuous improvement activities. Product Support Field Service Engineering provides on-site customer installations/service support, develops technical installations/service content, performs preventive maintenance activities, and as required applies problem-solving and troubleshooting skills. Your Core Responsibilities: Interfacing with internal and external customers in the coordination, planning, implementation, maintenance and service issues for Moon Surgical products. Customer-facing responsibilities: End-to-end Implementation of Customer projects and Installation/Servicing of Moon Surgical product on-site at customer locations (hospitals). Responding to customer issues/complaints regarding Moon Surgical product performance, by diagnosing reported problems, replacing (or repairing) product and demonstrating to customers that the reported problem has been resolved. Performing preventive maintenance of Moon Surgical product on-site at existing customer’s facilities. Updating existing products to resolve systemic product issues and ensure optimal system functionality; upgrade existing products to enhance system capabilities and provide additional features. Documenting and properly recording all customer feedback, issues and complaints consistent with Moon Surgical procedures for any unmet customer expectations. Documenting the results of all customer visits including formal installation and system functionality test reports consistent with Moon Surgical procedures. Establishing a process to enable Continuous Improvement/Product and Process Change activities. Participating in the development of our Product Support and Field Service Engineering Strategy. Travel to Moon’s San Carlos, CA office (training, alignment with internal teams in Engineering, Manufacturing etc.) and travel to customer sites required.

Requirements

Team player with exceptional communication skills. Demonstrated project management experience. 3-8 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 international medical device regulations and ISO 13485 quality system requirements) preferred. Home location with close access to regional air travel. Excellent oral, written, and graphical communication skills. Strong technical background. Bachelor’s Degree required; science or engineering degree preferred. Experience with GMP and ISO standards as well as a strong understanding of healthcare capital equipment. New Product Introduction experience preferred. Ability to travel (60%+), including on short notice, to provide service in assigned geography. Self-starter; able to work independently and as a key contributor in small teams.