Field Service Engineer – Overhead Systems

Norwell, MA               ·               Full time

Field Service Engineer – Overhead Systems

United States

Job Description

You want to change people’s lives? We at DIH do this every single day – with game-changing and innovative technologies that improve human movement therapy for millions of patients around the world.

Since 2007, DIH has combined leading brands, innovations and people needed to create the market leader in the advanced rehabilitation technology industry. The DIH Group includes Hocoma, Motek Medical, and DIH China. Together, they drive medical technology in the field of movement rehabilitation and VR-based rehabilitation, research and -therapy.

Join us and become part of a global network of leading brands to redefine rehabilitation therapy standards of today and tomorrow! 

Role

You will be responsible for all the technical after-sales-service technical support activities for our Overhead Systems.

The installation, servicing and support of our products requires a team effort and knowledge from different technical domains. Your goal is to successfully support those activities, finish them on time and aim for the highest level of customer satisfaction. With your thorough knowledge, you provide and coordinate 1st (Customers) 2nd (Sales Partners) or 3rd level support (within our organization).  

Responsibilities

• Responsible for technical services in the assigned territory/region 
• Maintain high quality customer support on all inbound, outbound and email and telephone communication 
• Register all service requests in our CRM system following regulatory guidelines for support and feedback surrounding medical devices 
• Provide superior technical support to our customers, having various backgrounds, from researchers in human movement sciences, computer sciences to physiotherapists 
• Troubleshoot Network / WiFi related issues with our devices in the field  
• Coordinate and collaborate with the Customer Success Manager to ensure optimal product performance and maximum customer satisfaction 
• Feedback potential product improvements to the Product Manager 
• Prepare service quotations and maintain proper documentation 
• Document, maintain and organize service history associated with all installed systems 

To be flexible for frequent customer visits 

*** This position will require travel up to 60% (field), 40% (office).  

Requirements

• 2 – 4 years’ experience working with complex biomedical/medical devices or within the information technology field (hardware, software, networking, and electronics) 
• Bachelor’s Degree in Computer Science, Biomedical Engineering, or Information Technology field a plus 
• Experience in SQL a plus  
• Ability to climb 10 – 15 feet ladders regularly  
• Superior Customer Service aptitude with a focus on responding to and resolving customer problems quickly and efficiently 
• Must have strong organizational skills with superior attention to detail 
• Excellent communication skills with internal and external stakeholders/customers  
• Solutions and results orientated with the ability to work independently and as part of a Team- 
• Excellent English language skills (spoken and written), additional foreign language skills are a plus 
• Proficiency in Microsoft Office 
• Driver’s license 

Leading. Innovative. Reliable. Human. Integrity. Passionate.

That is what we stand for. What do you stand for?

Please include your compelling motivation letter that points out why you match with us, and your resume.

If you have any questions, please reach out to:  Ms. Ying Zhang (Global Talent Acquisition), ying.zhang@dih.com.

About Us

At DIH people driven by dedication make the difference.

We offer an exciting and collaborative working environment with a lean hierarchy, open communication and high employee participation.

Our business is growing, and we are always on the search for talented people looking to change people’s lives for the better.

Please click here to apply.