{"id":3306652,"url":"https://alion.io/job/procept-biorobotics-field-service-engineer-apac","title":"Field Service Engineer, APAC","company":{"id":176325,"name":"PROCEPT BioRobotics","domain":"procept-biorobotics.com","url":"https://alion.io/company/procept-biorobotics","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":79000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5018},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":true}],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T02:13:22Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Company Overview\nEmbark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.\nUnderstanding PROCEPT's Culture\nAt PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers.\nAnd this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens.\nWe are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances.\nAn opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!\nThe Opportunity That Awaits You:\nAs PROCEPT BioRobotics continues to expand its commercial operations, we are seeking a dynamic and dedicated Field Service Engineer to provide exceptional technical support to our customers and internal teams.\nThis position plays a critical role in the installation, maintenance, repair, and ongoing support of our advanced robotic surgical systems, ensuring customer success while delivering outstanding service and advancing healthcare innovation.\nWhat Your Day-To-Day Will Involve:\nRepresent PROCEPT BioRobotics professionally while delivering exceptional customer service and fostering long-term customer relationships.\nMaintain all required certifications as a Medical Device Repair Responsible Technician with Class II and Class III qualifications.\nInstall, inspect, troubleshoot, calibrate, and repair medical equipment at customer sites in accordance with the manufacturer's instructions and company procedures.\nPerform preventive maintenance, diagnose equipment issues, and repair, upgrade, disassemble, or replace system components as required.\nSupport installation planning, site readiness assessments, logistics coordination, and customer communication to ensure successful system deployment.\nDeliver remote technical support to customers, distributors, and field personnel.\nMonitor customer system performance and recommend proactive solutions to maximize customer success.\nIdentify, document, and escalate product complaints in accordance with Quality System and Regulatory requirements.\nMaintain accurate records in the field service database, including customer configurations, installed systems, and spare parts inventory.\nCoordinate warranty returns and service logistics with Customer Service and Operations.\nDevelop, maintain, and continuously improve service documentation, procedures, work instructions, and the service knowledge base.\nEnsure timely and accurate completion of service reports, installation documentation, expense reports, and regulatory records.\nMaintain company assets, including installed systems, demo units, loaner equipment, service tools, and spare parts.\nCollaborate closely with Research & Development, Manufacturing, Quality Assurance, Sales, Clinical Affairs, Marketing, Operations, and other cross-functional teams.\nProvide technical service support to international customers and distributors as required.\nSupport the delivery and removal of products for customer demonstrations, exhibitions, congresses, hands-on workshops, and international marketing events.\nMeet established service KPIs, including response time, preventive maintenance completion, service quality, and customer satisfaction.\nComply with all applicable national, regional, and local regulations, as well as company policies and quality standards.\nThe Qualifications We Need You to Possess\nExperience & Certification\nMinimum of 5 years of experience servicing medical devices.\nCertified Medical Device Repair Responsible Technician (Class II and Class III).\nGood understanding of hospital operations and experience working in and around operating room environments.\nTechnical Competencies\nStrong operation monitoring and quality control analysis skills.\nExcellent troubleshooting, critical thinking, and complex problem-solving abilities.\nAbility to read, understand, and prepare technical documentation, service procedures, and training materials.\nCommunication & Customer Focus\nStrong presentation and communication skills for one-on-one and small-group customer training.\nProfessional proficiency in English (written and spoken).\nAbility to communicate clearly, concisely, and professionally with customers, hospital staff, physicians, administrators, and internal teams, including during high-pressure situations.\nAbility to provide first-line technical customer support and effectively coordinate with cross-functional internal stakeholders.\nDemonstrated ability to build and maintain strong customer relationships through professionalism, responsiveness, and technical expertise.\nDemonstrated commitment to delivering exceptional customer service and customer satisfaction.\nDemonstrated commitment to patient safety, quality, and regulatory compliance.\nAbility to work effectively in a cross-functional team environment, collaborating with Sales, Clinical, Marketing, Quality Assurance, Engineering, and Operations teams.\nTravel & Physical Requirements\nMust reside within approximately one hour of Tokyo International Airport.\nAbility to travel up to 75% of the time, both domestically and internationally.\nAbility to lift and move equipment weighing up to 25 kg (55 lbs).\nThe Qualifications We Want You to Possess\nIndustry Experience\nExperience with surgical robotics is highly desirable.\nPrevious experience in a start-up or high-growth medical technology company.\nExperience working with hospital Clinical Engineering departments.\nField Service & Customer Support\nExperience collaborating with international or multicultural teams.\nExperience supporting the launch of new technology and establishing new customer accounts or hospital installations.\nExperience with installation planning, facility assessments, and site readiness coordination.\nExperience delivering technical and clinical training to physicians, nurses, clinical engineers, distributors, and other healthcare professionals.\nExperience supporting customer demonstrations, exhibitions, congresses, customer workshops, and clinical events.\nExperience managing logistics, inventory, spare parts, demo systems, loaner equipment, and company assets.\nTechnical & Business Skills\nAbility to analyze service data and recommend process improvements to enhance customer satisfaction and operational efficiency.\nKnowledge of Root Cause Analysis (RCA), CAPA, or other structured problem-solving methodologies.\nBasic understanding of hospital IT infrastructure and network connectivity.\nExperience using CRM or Field Service Management systems (e.g., Salesforce, ServiceMax, SAP).\nStrong project management and organizational skills with the ability to manage multiple customer projects simultaneously.\nAdditional Qualifications\nWillingness to travel extensively throughout Japan and provide occasional after-hours or weekend support when required.","description_format":"text","description_chars":8625,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Growth 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