Desired start date: May 1, 2024

Location: Southeastern US

We believe the future of the operating room lies in the hands of the empowered surgeon. They are bolstered with complete control, renewed confidence, and technology adaptable to any situation.

Our Maestro System delivers this empowerment, resulting in improved operating room efficiency and surgical care for patients - We are using tomorrow's technology to change surgery today.

Our blended French-American team is passionate about building this future. Together we are pushing the boundaries in a fast-paced yet focused and deliberate environment. We challenge ourselves often and celebrate our achievements. We believe that communication and planning are as important as execution.

🎉 The Role

Your Core Responsibilities

We’re looking for a highly motivated Product Support Engineer PSE, Southeast Region, responsible for providing customer-facing installations/service engineering support for our Maestro system. This role requires a team player with exceptional communication skills, very comfortable in a fast-paced environment, who brings a strong technical background and demonstrated project management experience. In this function, you'll be closely working with our customers, while also collaborating frequently with our internal Engineering, Manufacturing and Quality teams. You'll be leading our customer implementation projects and will be driving customer success and continuous improvement. As a Product Support Engineer PSE, you'll provide on-site customer installations/service support, develop technical installations/service content, perform preventive maintenance activities, and as required problem-solve and troubleshoot to maintain the highest quality level for all parts, products and systems. You will also establish a strong partnership with our internal teams to facilitate continuous product improvement activities. In this position, you will ensure compliance with all company policies & procedures and maintaining compliance with US FDA and international medical device regulations and ISO 13485 quality system requirements. This role will be fundamental as we expand our Product Support and Field Service organization, and you'll have the opportunity to participate in strategic decision making.

Your Day-to-day Activities

• Interfacing with internal and external customers in the coordination, planning, implementation, maintenance and service issues for Moon Surgical product
• Customer-facing responsibilities: End-to-end Implementation of Customer projects and Installation/Servicing of Moon Surgical product on-site at customer locations (hospitals)
• Responding to customer issues / complaints regarding Moon Surgical product performance, by diagnosing reported problems, replacing (or repairing) product and demonstrating to customers that the reported problem has been resolved
• Performing preventative maintenance of Moon Surgical product on-site at existing customer’s facilities
• Updating existing products to resolve systemic product issues and ensure optimal system functionality; upgrade existing products to enhance system capabilities and provide additional features
• Documenting and properly recording all customer feedback, issues and complaints consistent with Moon Surgical procedures for any unmet customer expectations
• Documenting the results of all customer visits including formal installation and system functionality test reports consistent with Moon Surgical procedures
• Establishing a process to enable Continuous Improvement / Product and Process Change activities.
• Participating in the development of our Product Support and Field Service Engineering Strategy
• Travel to Moon’s San Carlos, CA office (training, alignment with internal teams in Engineering, Manufacturing etc.) and travel to customer sites required.

How You’ll Fit In

This position will report to the Chief Operations Officer, and will be highly collaborative to ensure cross functional alignment and customer success. Regular interaction with Quality/Compliance, Design Engineering and Manufacturing Operations is required to enable continuous improvement and alignment.

🧭 Qualifications, Skills & Attributes

• Bachelor’s Degree required; science or engineering degree preferred

• 3-8 years of experience as a Product Support Engineer in a technical customer service/Product Support role; experience in the medical device industry preferred

• Experience with GMP and ISO standards as well as a strong understanding of healthcare capital equipment

• New Product Introduction experience preferred

• Ability to travel (80%) on short notice and provide service in assigned geography

• Home location with close access to regional air travel

• Self-starter; able to work independently and as a key contributor in small teams

• Excellent oral, written, and graphical communication skills

🧮 Compensation, Benefits & Other Details

• 25 Days of Paid Vacation

• 10 Paid Holidays

• 401k with matching

• Competitive Vision, Dental, and Health benefits

• Regular national and international travel required

https://noteforms.com/forms/candidate-pipeline-9-3-27