Field Service Engineer USA

About Distalmotion:

Distalmotion is a global MedTech company with a mission to expand access to the benefits of robotic surgery through simplified and flexible robotic technology. Its DEXTER robotic surgical system empowers more surgeons and sites of care, including hospital outpatient departments (HOPDs) and ambulatory surgical centers (ASCs)-to adopt robotic-assisted minimally invasive surgery.

Designed to integrate seamlessly into existing surgical workflows, DEXTER is easily moved, quickly set up, and adaptable to operating rooms of any size. The system is commercially available in the United States and Europe.

Distalmotion is headquartered in Lausanne, Switzerland, with a U.S. office in Cleveland, Ohio.

Position Overview:

The Field Service Engineer provides expert technical support to Distalmotion customers across the United States, ensuring high service quality and customer satisfaction. This role is responsible for installing, maintaining, troubleshooting, and repairing Distalmotion products within the assigned territory, while ensuring all service agreements and warranty obligations are fulfilled.

Success in this role requires strong expertise in electro-mechanical systems, excellent problem-solving skills, and the ability to deliver outstanding customer service in clinical environments.

Technical Service & Support

• Install, troubleshoot, repair, and maintain Distalmotion products in accordance with company quality systems and procedures.
• Perform scheduled maintenance activities including preventive maintenance, system inspections, upgrades, recalls, field actions, and software or hardware updates.
• Diagnose and resolve technical issues within designated response times to minimize system downtime.
• Coordinate system deliveries, installations, and hardware deployments for new customers.

Customer Support & Training

• Provide technical support and training to end users and internal teams.
• Develop strong relationships with customers and maintain regular communication to ensure high levels of satisfaction.
• Support hospital interactions, trade shows, demonstrations, and other company events as needed.
• Support "Flying Dexter" deployments for demonstrations, marketing events, and customer engagements.

Documentation & Administration

• Maintain complete and accurate documentation of all service activities, including:
• Service orders
• Field activity reports
• Spare parts usage
• Return material authorizations (RMAs)
• Expense reports
• Update and maintain installed base information within the ERP/CRM systems.
• Manage spare parts inventory and service tools within the assigned territory.

Collaboration & Continuous Improvement

• Provide feedback to headquarters and participate in continuous improvement initiatives to enhance service processes and product quality.
• Collaborate with Service Support, R&D, and Supply Chain teams to support product improvements and field actions.
• Assist in onboarding and mentoring new or less experienced Field Service Engineers.

Equipment & Asset Management

• Maintain company-issued tools, equipment, laptops, and vehicles in proper working condition.
• Ensure all tools requiring calibration are maintained and documented according to procedures.

Compliance & Training

• Complete all required technical and professional training programs.
• Comply with all company policies, quality procedures, and regulatory requirements.
• Perform additional tasks as assigned by management.