Field Service Engineer

Virtual Incision is advancing robotic-assisted surgery with a focus on expanding access to minimally invasive care. We are a growing medical technology company where experienced leaders have the opportunity to make a meaningful and visible impact.

Why Virtual Incision:

• Work on innovative robotic surgical technology with the potential to improve patient care.
• Join an experienced, collaborative team focused on clinical excellence and disciplined execution.
• Take meaningful ownership of products and programs in a hands-on environment.
• Work in a culture that values technical rigor, practical problem-solving, and teamwork.
• Competitive benefits including medical, dental, vision, disability, and life insurance, 401(k), flexible working hours, and PTO.

Job Summary:

The Field Service Engineer is responsible for supporting the installation, service, maintenance, troubleshooting, and continuous improvement of Virtual Incision's robotic surgical systems. This role combines technical engineering expertise with hands-on field support and serves as a key link between customers, Operations, Engineering, and Quality.

The Field Service Engineer will support system deployments, investigate technical issues, perform root cause analysis, recommend corrective actions, and contribute to product and process improvements. The successful candidate will work closely with cross-functional teams to ensure systems are installed, maintained, and serviced in accordance with company quality standards and regulatory requirements while providing exceptional customer support.

Responsibilities:

• Install, commission, service, and support robotic surgical systems at customer sites.
• Perform troubleshooting, diagnostics, root cause analysis, and resolution of system, hardware, software, and electromechanical issues.
• Partner with Engineering, Manufacturing, Quality, and Regulatory teams to investigate field issues and implement effective corrective actions.
• Analyze field service data and customer feedback to identify trends and opportunities for product and process improvements.
• Develop and maintain service procedures, work instructions, troubleshooting guides, and technical documentation.
• Support verification and validation activities related to field service processes and system updates.
• Perform product inspections, testing, and system evaluations to ensure compliance with company specifications and quality requirements.
• Document service activities, investigations, repairs, and installations in accordance with quality system requirements.
• Assist with design reviews, risk assessments, and product improvement initiatives by providing field service and customer insights.
• Support complaint investigations and nonconformance activities related to field-reported issues.
• Collaborate with customer personnel, including clinicians, biomedical engineering teams, and hospital staff, to facilitate installations, upgrades, maintenance, and technical support activities.
• Organize and manage equipment, tools, and materials required for customer site activities.
• Support manufacturing, assembly, and testing activities as needed to ensure product quality and operational readiness.
• Ensure compliance with Quality Management System requirements, Good Manufacturing Practices, and company procedures.
• Participate in continuous improvement initiatives focused on product reliability, serviceability, and customer satisfaction.
• Provide technical training and support to internal personnel and customers as needed.
• Travel independently to customer sites throughout the United States for installations, service activities, and customer support.
• Other duties as assigned.

Qualifications:

Required

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Biomedical Engineering, Systems Engineering, or a related engineering discipline.
• 2 years of engineering, field service, manufacturing, product support, or related technical experience.
• Strong troubleshooting and problem-solving skills involving electromechanical systems.
• Ability to read, interpret, and work from engineering drawings, schematics, and technical documentation.
• Experience working with testing equipment, measurement tools, and diagnostic instruments.
• Strong technical writing and documentation skills.
• Excellent organizational, communication, and customer-facing skills.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Computer proficiency and ability to learn new technical and service management systems.
• Ability to travel up to 25%.

 Preferred

• Experience supporting medical devices, surgical systems, robotics, or other complex electromechanical products.
• Knowledge of FDA-regulated environments, Quality Management Systems, and Good Manufacturing Practices.
• Experience with root cause analysis and corrective action methodologies.
• Experience supporting product installations in healthcare environments.
• Familiarity with ISO 13485 and medical device quality systems.
• Soldering experience and familiarity with electrical assembly techniques.

Physical Demands

• Ability to lift and carry up to 40 pounds.
• Ability to sit, stand, bend, kneel, and move throughout manufacturing and customer environments.
• Ability to work with small components and utilize fine motor skills when performing inspections, testing, and repairs.

What We're Looking For

The ideal candidate is a technically curious and customer-focused engineer who enjoys solving complex problems and working directly with advanced technology. You thrive in a hands-on environment, can effectively translate customer issues into engineering solutions, and are motivated by the opportunity to improve both product performance and customer experience.

Salary: DOE

Status: Exempt

Virtual Incision is an Equal Opportunity Employer and values diversity in its workforce.