Field Service Engineer II

RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, 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.

OVERVIEW:

Field Service Engineer II will work from their home office and will be primarily responsible for managing RxSight equipment to ensure optimal uptime and problem resolution relating to RxSight technology. This position may be required to work with RxSight Technical Support providing essential feedback relating to RxSight Light Delivery Device (LDD) performance, which could be used for future design and development consideration. This position is responsible for installation of all equipment and proper recording of Out-of-Box-Quality (OOBQ) tracking and standards to ensure continues improvement and customer satisfaction. 

Field Service Engineer II will be field-based to ensure a quick turnaround of customer issues, which includes ensuring all documentation is completed as quickly as possible and to current operating procedures. Installation, preventive maintenance and repairs will be the primary responsibilities of this position, post training. This person may be asked to assist with complaint investigations when applicable and will be expected to follow all procedures without deviation.  

ESSENTIAL DUTIES AND 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 sites to ensure the 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 the region.  
• Work 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 90 days of expiration. 
• Ensure install base data is accurate and configuration management is up to date (serial numbers, installation dates, etc.). 
• Ensure Field Service Reports (FSR’s) are submitted per procedure and are always accurate before submission to ensure data accuracy and integrity. 
• Mentoring of junior FSEs on a situational as-needed basis
• Manage spare part trunk inventory to ensure accuracy of trunk inventory to agreed-upon inventory levels. 
• Ensure spare parts are returned to RxSight within 24 hours of being replaced at a customer site.  
• Customer satisfaction and Rapid Adoption metrics will be essential key performance indicators of this position to ensure the highest possible customer satisfaction possible.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Experience with handling and integrating optics, electromechanical devices. 
• Familiar with documentation requirements and procedures in an FDA regulated Company (cGMP). 
• 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. 
• Knowledge of TCP/IP networking and experience integrating network devices with customer networks.

SUPERVISORY RESPONSIBILITIES:

• None

EDUCATION, EXPERIENCE, and TRAINING:

• Associates of Science in electronics with 3 to 5 years of experience in electro-mechanical, optical equipment or medical device equipment. Equivalent technical training from an accredited trade school or the military is acceptable.
• Training to be completed according to 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

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

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, Word, and Adobe Pro etc.

Notice to Staffing Agencies and Search Firms:

RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight’s Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.