Field Support Representative-Chicago

Company OverviewEmbark 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.
The Opportunity That Awaits You:          As PROCEPT BioRobotics continues to expand its commercial operations, we are searching for a dynamic and dedicated Field Support Representative who will play a crucial role in providing exceptional technical support to our customers and team members. This position is pivotal in ensuring the successful installation, maintenance, and repair of our cutting-edge biomedical equipment, contributing to the overall mission of delivering outstanding customer experiences and advancing healthcare innovation. 

What Your Day-To-Day Will Involve:

• 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 in 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 the 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 federal, state, and local regulations

The Qualifications We Need You To Possess:

• Must either reside or live 1 hour from Chicago International Airport areas
• Ability to travel up to 75% of the time 
• Minimum 2+ years relevant experience. Associates degree required.
• Operation monitoring 
• Quality control analysis 
• 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 

The Qualifications We Would Like You To Possess

• Experience in life sciences or healthcare industry or a regulated (FDA) environment a plus, but not required 
• Previous startup experience a plus, must have enthusiasm and ability to work in a fast-paced start-up environment.

Understanding PROCEPT's CultureAt 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!
EQUAL EMPLOYMENT OPPORTUNITY STATEMENTPROCEPT BioRobotics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization. PAY RANGE TRANSPARENCYProcept is committed to fair and equitable compensation practices. The pay range(s) for this role represents a base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Procept utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. WORK ENVIRONMENTWe’ll provide you training for, and ask you to maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance. We would also ask you to understand and adhere to the PROCEPT BioRobotics Quality & EHS policies.