Field Service Engineer

Avedro Waltham , MA 02154

Posted 3 months ago

About Avedro

Avedro is a publicly held pharmaceutical and medical device company advancing the science and technology of corneal cross-linking and refractive correction. Avedros Photrexa Viscous, Photrexa and KXL products are approved for sale in the United States for the treatment of progressive keratoconus and corneal ectasia following refractive surgery.

Position Summary

As a member of this motivated team, this individual will provide on-site technical support for Avedros customers including installation, acceptance testing, trouble shooting and repair to our products. This role is designed to be remotely located (home based) so a highly self-motivated individual is ideal. Field Service Engineers will also participate in, and provide support for customer phone inquiries, technical questions, and the documentation of all customer service reports and complaints.

Other Job Duties

  • Install product on-site at customer locations (hospitals) in accordance with formal installation instructions

  • Provide support to customers and via phone, e-mail and other communications

  • Coordinate return and replacement support for Avedro equipment and consumables

  • Manage service inventory of consumables, spare parts and assemblies for service support

  • Provide return and replacement support for Avedro equipment and consumables

  • Provide on-site support for device end users in your territory/region; provide in-house and field service of Software/Hardware driven medical devices.

  • Train surgeons and their clinical staff on equipment theory and operation

  • Work closely with regional Sales representatives to ensure customer satisfaction

Requirements

  • Bachelors degree in an electronic or mechanical discipline, strongly preferred

  • Experience with Customer Service in a medical device environment is desired

  • Advanced electro-mechanical diagnostic and repair skills

  • Effective and professional communication skills with the ability to interface with customer representatives, including nurses, bio-engineers, technicians and physicians; excellent customer facing and presentation skills

  • Effective written communication skills, with the ability to author concise and accurate site trip reports

  • Minimum of 5 years experience as a Field Service Engineer in a technical customer service / field service role, strong preference for medical device product

  • Experience in a hospital/clinical environment is highly desirable

  • Experience with on-site and depot service, including development of service infrastructure

  • Experience training in-house, field and distributor technicians

  • Clinical background, required (e.g. familiarity with operating room environment, working with physicians to deliver clinical training)

  • Hands-on experience performing repairs and troubleshooting of medical device systems and components

  • Familiar with CRM tool such as Salesforce and metrics reporting

  • Experience Training in-house, field and distributor technicians

  • Willingness to travel national and international at short notice

  • Provide in-house and field service of Software/Hardware driven medical devices

  • Provide support to customers and distributors via phone, e-mail and other communications as required

  • Act as first point of escalation for both customers and Distributor Service Technicians for technical issues that arise in the field

  • Through Call Center environment, provide return and replacement support for Avedro equipment and consumables

  • Manage service inventory of consumables, spare parts and assemblies for service support

  • Provide return and replacement support for Avedro equipment and consumable

  • Provide on-site support at customer sites

  • Develop and manage on-site and depot service, including development of service infrastructure

  • Train in-house, field and distributor technicians

  • Train surgeons and their clinical staff on equipment theory and operation

  • Responsible for control of further processing, delivery, or installation of non-conforming product until the deficiency or unsatisfactory condition has been corrected

  • Assembly and testing of complex micro-electromechanical apparatus

  • Assist with a variety of manufacturing and assembly tasks related to the console, and associated components

  • Good interpersonal skills

  • Excellent hands on skills, both mechanical and electrical

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Field Service Engineer

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