Field Service Engineer

Elucent Medical | Surgical Navigation

Field Service Engineer

Somewhere a surgeon is trying to find a tumor they cannot see. You are the reason the technology that helps them is in the room, switched on and working.

Why this work matters

Elucent Medical builds surgical navigation technology for cancer surgery. The idea is deceptively simple: take the instruments a surgeon already trusts and make them smart, so that precision stops depending on feel and experience alone. When it works, margins are cleaner, operations are shorter and patients go home with a better result.

None of that happens on its own. A system has to arrive at the right hospital, pass its checks, get installed properly, and then keep working on the Tuesday morning six months later when a theatre list is already running behind. That is your job, and it is closer to the patient than most engineering roles ever get.

The impact you will have

01 Every install expands what a surgical team can do

You are not delivering a box. You are the moment a hospital goes from talking about this technology to using it on real patients. You handle the deliveries, the site qualification, the testing and the integration, so the first case goes well and the team trusts what they are holding. Get that right and the technology spreads through the hospital on its own.

02 Uptime is patient care

Preventative maintenance, software updates, hardware replacements and performance monitoring sound like maintenance tasks until you follow the thread. A system that goes down is a case that gets delayed. Working proactively rather than reactively is the difference between a hospital that keeps scheduling and one that quietly goes back to the old way.

03 You write the service playbook, you do not inherit it

This role carries a rare mandate: develop and refine the core processes for service and maintenance, then keep improving them with what you learn from customers and colleagues. The way service works at Elucent as it scales will look a lot like whatever you build now. Few engineers get the opportunity to leave that kind of fingerprint on a service organization as it scales.

04 You are the company in the room

You sit between hospital departments, Sales Representatives and internal teams, and you act as the technical partner Sales leans on for insight into what the system can really do. Customers form their view of Elucent largely through you, which makes this a commercial role wearing engineering clothes.

Role at a glance

Reports to: Field Service Manager

Department: Sales

Work model: Hybrid, with approximately 80 percent travel

Hours: Full-time, Monday to Friday, 40 hours per week

Location requirement: Denver, Phoenix, Los Angeles are ideal locations; must be able to reach a major airport in under one hour

Pay range: Base Salary, $69,000 + annual bonus eligibility prorated based on tenure and tied to company performance

What you will own

Getting systems live

• Coordinate and execute deliveries, installations, returns and testing so systems land cleanly in complex hospital environments.
• Partner with Sales Representatives to surface and solve customer specific requirements before they become installation problems.
• Qualify every site against the technical and environmental requirements, so nothing is discovered on the day.

Keeping them running

• Deliver preventative maintenance and field upgrades, including software updates and hardware replacements.
• Watch for performance issues and deal with them early, rather than waiting for the call.
• Build customer relationships that last the whole product lifecycle, not just the warranty period.

Raising the standard

• Design and refine the core service and maintenance processes for consistency, efficiency and compliance with Elucent Medical Quality and Regulatory SOPs.
• Own the servicing process and keep improving it with customer and stakeholder feedback.
• Keep service records detailed and accurate, because in a regulated industry the record is part of the work.
• Feed insight back to Sales on system capability and customer specific solutions.

What you bring

Required

• Bachelor's degree in engineering or natural sciences, or technical experience in a related regulated industry.
• Three years of experience.
• Communication that works in a theatre corridor and in a written service report.
• Problem-solving and troubleshooting, with the creativity and tenacity to find answers fast when the pressure is on.
• Real customer service instinct and the interpersonal skill to be welcome on site.
• Adaptability in a fast-paced, customer-driven environment.
• Time management, attention to detail and the self direction to run your own diary well.
• Ability to meet hospital credentialing requirements for restricted OR access, including required vaccination records and background screening.

Preferred

• Field service experience.
• Medical device experience.
• Startup or small business experience.
• Background in electrical systems, electromagnetic technology or networking.

The realities of the role

Worth being straight about these, because they shape who this suits:

▸ Travel is approximately 80 percent of the role and can mean being on the road Monday through Friday.

▸ Coverage is national and can change based on customer need, so travel is not always predictable.

▸ Lifting of 50 to 75 pounds is required.

▸ Standing for long periods is part of the job.

▸ You must be able to reach a major airport in under one hour, fly with all major airlines, and rent and operate cars.

Is this you?

If you want a service role where the work is routine and the stakes are low, this is not it. If you want to be the person a surgical team is glad to see walk in, and to build the way an entire service function operates while you are at it, this will suit you.

Benefits Elucent Medical offers comprehensive health cover, a retirement plan with company matching, flexible working arrangements, generous paid time off and ongoing professional development. Full time employees receive:

• 401(k) with 4 percent company matching
• Health, dental and vision insurance
• Paid holidays, vacation days and sick days
• Short term and long term disability
• Life insurance
• Pet insurance
• Employee Assistance Programs

Equal opportunity

Elucent Medical provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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