Job Description
HistoSonics is a commercial-stage medtech company advancing the Edison® System, a novel non-invasive sonic beam therapy based on histotripsy. Since receiving FDA De Novo grant for the non-invasive destruction of liver tumors in 2023, the company has progressed beyond initial market entry into commercial expansion, reimbursement momentum, and ongoing clinical and pipeline development. In addition to its current liver tumor indication, HistoSonics is pursuing future indications across multiple applications including kidney, pancreas, prostate, neuro, women’s health, and other significant underserved human health areas, to realize the broader potential histotripsy across multiple disease states and medical specialties.
We offer an exciting work culture where cutting-edge science meets real-world application, and each team member’s contribution is important to our success in ensuring our physicians and their patients get what they need most.
Location: Remote - Northern California, Washington, Oregan, Nevada, Colorado, Utah, Idaho, Wyoming, Arizona (and Alaska).
Travel: 60-70%
Position Summary (Why this role matters):
Provides technical support to customers, the education department, and the sales force at the highest service level possible. Answers questions, troubleshoots equipment issues, performs upgrades, plus onsite preventative maintenance, and repair. Supports the management of warranties, spare parts, and the scheduling of onsite service. Is accountable for providing professional, accurate and meaningful advice when interacting with internal and external customers. Works closely with cross functional peers to ensure uniformity in procedures, technology, and compliance to company policy.
Key Responsibilities (What you’ll do):
- Ability to physically troubleshoot and repair systems.
- Monitors all customer-related service call information.
- Supports internal and external members of the Technical Service department.
- Supports and interfaces with our internal and external customers in a technical an problem solving capacity.
- Develops troubleshooting guidelines in collaboration with their peers in technical service and other functional departments as needed.
- Reviews, improves, and maintains technical service documentation.
- Assists Product Assurance and Quality Systems Management with any complaint activities.
- Works with team to initiate, schedule, and perform all PM activities.
- Main area of focus will be regional. Locations are subject to change as company growth and areas expand. Changes will be based on the number of locations and workload.
- Helps cover areas when other Tech service personnel are overburdened or on vacation.
Qualifications and Skills:
- Bachelor’s degree in a technical field with 10 years’ experience in medical device field service; or 12 years’ experience in medical device field service or support.
- Experience working on robotics, ultrasound, or imaging type equipment
- Experience or training in a medical setting, familiarity interacting with hospital staff.
- Working knowledge of multi-disciplinary systems (SW, HW, Mechanics & Algorithms).
- Responds to customers within 60 minutes of initial call (Microsoft Teams) or e-mal US only. OUS 24 hours to respond.
- Respond to in site needs within 4 days US and 7 Days OUS. This includes scheduling partners abroad to perform tasks as needed.
- A willingness to travel at times on short notice.
- Performs trouble shooting for the customer over the phone.
- Work with the team to create a service request or service order.
- Provides FAQ Support and updates FAQ listings online.
- Provide field support as required.
- Support and assist in scheduling technical service activities.
- As needed initiate customer returns and assist getting items back to HistoSonics for analysis.
- Other Duties as assigned
Benefits: We offer a comprehensive benefits package for full-time employees. This includes health, dental, and vision insurance, life, short-term and long-term disability insurance, 401(k), paid time off, and more.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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