Field Service Engineer

IceCure Medical, an innovative medical device company in the field of cryoablation for the destruction of tumors, is seeking a passionate Field Service Engineer (FSE). The ideal candidate will have a strong technical background in engineering and medical device service, excellent customer-facing skills, and the ability to support customers globally through installation, maintenance, troubleshooting, and training activities.

Knowledge and Educational Requirements for the Field Service Engineer Position

• Bachelor’s degree in Mechanical, Electrical, or Industrial Engineering (or Practical Engineer)
• Knowledge of service processes in the medical device industry (DHR, Traceability, MRB, Work Instructions, ATP, RMA, etc.)
• Experience in writing procedures and work instructions
• Field experience servicing medical equipment
• Experience working with CRM and ERP systems
• Familiarity with commonly used test equipment
• Knowledge of assembly, wiring, machining, and testing processes
• Ability to perform technical and clinical training in English for distributors and customers
• Ability to travel internationally for customer visits
• Additional languages – advantage

Responsibilities For the Field Service Engineer

• Provide technical support and assistance (remote and/or offsite), as well as advice to customers using IceCure Medical products and services.
• Ensure customer satisfaction by delivering the highest possible product performance, provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, minimize device performance failures and ensure implementation of service culture throughout the organization.
• Investigate and solve customers’ problems, following up with the delivery of technical support.
• Responsible for installation, maintenance and repair of medical systems and equipment.
• Responsible for customer complaints, RMA and investigation processes and execution.
• Leader for service activities including representation of services in all cross-functional management level teams as appropriate.
• Bring Voice of Customer inputs and work closely with company department to continue improve IceCure products and processes
• Monitor the performance indicators of service calls keeping accurate records of discussions or correspondence with customers.
• Write and develop customer service procedures, policies, and standards.
• Train and certify new IceCure FSEs as well as distributers and local FSEs in different service levels.

Reports to the Director of Service and IT affairs.