Field Service Engineer

Field Service Engineer
Job Type: Full Time
Location: Incumbent must be located in the Dallas Fort Worth area. Up to 70% travel is required.
About Perimeter
Perimeter Medical Imaging AI is a pioneering medical technology company driven to transform cancer surgery with ultra-high resolution, real-time, advanced imaging tools that address unmet medical needs. Our goal is to improve patient outcomes and lower health care costs. Cancer is a global challenge, and we envision a world where patients no longer experience the costly emotional and physical trauma of being called back for a second surgery or where their condition worsens due to cancer left behind. Established in 2013 in Toronto, Canada, Perimeter has its U.S. headquarters in Dallas, Texas. Our proprietary technology allows surgeons, radiologists, and pathologists to visualize microscopic tissue structures in the surgical margins, during and after the clinical procedure.
Position Summary
As a Field Service Engineer your main area of responsibility will be supporting Perimeter's commercial initiatives for existing and new customers that use Perimeter's novel and proprietary Optical Coherence Tomography (OCT) imaging technology. Day-to-day activities will include on-site technical support, service and maintenance, device troubleshooting, configuration tracking, planning, and logistics, and ensuring that field activities are reliably and effectively documented and communicated to other company organizations.
Major Responsibilities:

• Coordinate, schedule, and conduct on-site installations, service, and preventative maintenance of the device.
• The ability to quickly identify and troubleshoot product issues in the field (on-site and remote), communicate findings back to engineering team.
• Perform Software and Hardware updates on devices.
• Configuration of software and hardware; user settings, device settings, and network settings (DICOM).
• Proactively track devices in the field including software and hardware updates, routine, and preventative maintenance using CRM and JIRA software.
• Build positive relationships with clinical users, customers, and clinical site personnel.
• Ensure effective and timely communication of customer questions, feedback, and complaints, to other functional areas of the company, including engineering, sales, marketing, quality, and regulatory to maintain high levels of customer satisfaction.
• Write, review, follow, and update technical documentation and instructions, including service reports, user manuals, technical manuals, and training materials as needed.
• Timeliness of administrative duties of service reports, investigations, travel, and expense reports.

Minimum Requirements:

• Minimum of 5 - 7 years of experience in medical imaging service or a related field service position.
• Bachelor's degree, medical or technical specializations, Biomedical Engineer ideal.
• Experience in medical imaging device installation, service and repair.
• Fluency (written and spoken) in English language.
• Demonstrated ability to communicate in a professional and courteous manner, both written and verbal, to ensure a collaborative work environment with customers and co-workers.
• Must possess a valid driver's license and passport including the ability to travel internationally (Canada).
• Good standing with business credentialing companies and background checks.
• Proficient computer skills including Windows 10/11 and networking applications, e.g., PACS, RIS, HIS, DICOM.
• Skilled using Microsoft and Google suite of computer applications.
• Honesty, integrity, and a strong desire to succeed.
• Documentation orientated.
• Proficiency in software upgrades and following written instruction.
• Electromechanical understanding.

Highly Desired:

• Experience communicating with C-Suite and health care providers (surgeons, pathologists, radiologists, etc.) • Experience working in a hospital environment, surgical/OR experience preferred, and with BioMed.
• Experience working with medical imaging equipment.
• Experience supporting commercial product launches.
• Experience supporting and troubleshooting medical devices during clinical trials, preferred.
• Experience working within a compliant quality management system.
• Experience working in a small team or early-stage company environment
• Self-starter with ability to manage multiple projects / assignments simultaneously
• Strong troubleshooting skills with curiosity to find root cause, mechanically and electronically.
• Customer focused.
• Knowledge of medical device, ICH - GCP, Quality and Regulatory requirements.

Additional Physical Requirements:

• Lifting / carrying 50 lbs. < 2 hours a day
• Bend / stoop / kneel < 2 hours a day
• Pushing / pulling / rolling 250 lbs. < 2 hours a day
• Stand / sit / walk 4+ hours a day