Field Services Engineer

Position overview -

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/Educational Requirements:

·        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

Job Description and Responsibilities:

·        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. 

Direct Manager- Service & IT Director