Field Support Specialist

5 days ago

San Francisco, California, United States RxSight, Inc. Full time

RxSight, Inc. is a leading ophthalmic medical technology corporation headquartered in California that has commercialized the world's first and only adjustable intraocular lens (IOL) that is customized after cataract surgery.

The company's mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.


Job Summary:


The Field Support Specialist will work from their regional home office and will be primarily responsible for managing RxSight customer's equipment to ensure optimal uptime and problem resolution relating to RxSight technology.

This position will work closely with RxSight Technical Support to gather essential information relating to RxSight Light Delivery Device (LDD) performance as well as opportunities for improvement for future design and development consideration.

Installations of all equipment and proper recording of Out Of Box Quality (OOBQ) tracking and standards to ensure continues improvement and customer satisfaction.

Position will work closely with Technical Support as well as Research and Development to ensure the fastest possible data feedback as possible.


Position will be fielded based to ensure quick turnaround of customer issues as well as ensuring all documentation is completed as quickly as possible and to current operating procedures.

Position will assist with complaint investigations, when applicable and will be expected to follow all procedures without deviation.

Key Responsibilities:


This individual will be well versed in both the technical attributes of the technology as well as the system software and application of the equipment.

Manage customer site to ensure highest possible rapid adoption of RxSight technology possible by providing real-time feedback to Rapid Adoption team.

Installation of LDD equipment, and accessories within installation procedures.

Upgrade software and hardware per Field Notifications (Service Bulletins, Service Flashes) to ensure up to date configuration control of equipment within region.

Perform customer site survey procedures, working with customers on preparation of installation or RxSight equipment.
Provide on-site support and phone support for Customers within region to ensure uptime and customer satisfaction.
Perform and monitor preventive maintenance for all equipment within region, within 30 days of expiration.
Ensure installed base data is accurate always and configuration management (serial numbers, installation dates, etc.) are consistent.

Ensure Field Service Reports (FSR's) are submitted per procedure and are always accurate before submission to ensure data accuracy and integrity.

Manage spare part inventory (trunk stock) to ensure accuracy of field levels.
Ensure used parts are returned to RxSight within 24 hours of being replaced at a customer site.
Customer satisfaction and Rapid Adoption metrics will be essential performance indicators of this position to ensure the highest possible customer satisfaction possible

Requirements:
Experience with handling and integrating optics, electromechanical devices.
Familiar with documentation requirements and procedures in a FDA regulated company.

A demonstrable track record of success in achieving and maintaining high quality documentation for use in a Field environment.
Excellent communication skills in both oral and written formats, as well as excellent listening and problem-solving skills
The ability to interface effectively with all levels and functions within the organization, physicians, clinicians, technicians, etc.
Proven ability to manage Customer Support/Service situations and excellent follow up skills.

Education, Experience, and Training:
Associates of Science in electronics, mechanical, optical or 3 years of medical device experience
Training to be completed per the training plan for this position as maintained in the document control system
The training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conducts and Ethics must be diligently completed within 30 days from the hiring date and on an annual basis

Computer Skills:
General understanding of Business Systems software is highly desirable, with knowledge of Field Support software and automation tools.
General use of Microsoft Office products with an emphasis on Excel use, including Pivot Tables, Macro's, etc.

Salary Range:
$80,000 To $90,000 Per Year

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