Field Service Engineer - EMEA

Our mission is to Profoundly change the standard of care by creating a tomorrow where clinicians can confidently ablate tissue with precision; a tomorrow where patients have access to safe and effective treatment options, so they can quickly return to their daily lives. Changing the standard of care is part of our fabric. We are a group of energetic, problem-solvers focused on innovation, and looking to change the world. We are changing the paradigm for treating diseases such as prostate cancer by using real-time MR Imaging, thermal ultrasound and close-loop temperature feedback control, to gently ablate the diseased tissue with minimal side effects.

If you share our values and want to work in a collaborative results focused culture and want to make a Profound impact in healthcare and your career, here is your chance.

General Accountability

The Field Service Engineer provides onsite support primarily in the Europe, Middle East and Africa (EMEA) region, through maintenance and troubleshooting services. From these visits, they will recommend parts and service solutions to improve machine uptime, maintenance and operation. When not traveling, the Field Service Engineer will perform proactive service tasks including, but not limited to, service documentation, troubleshoot customer issues via telephone, email and online meetings, prepare spare parts quotes, order entry, and customer follow-up.

Duties and Responsibilities

- Perform and support all installation activities for Profound Products including but not limited to site assessments, installations, maintenance and troubleshooting.

- Conduct MR testing to support product development activities

- Act as the primary link between customer and Profound as needed.

- Document service activities according to the company QMS processes for service visits and upgrades deployed to the field.

- Perform calibration of company products as required.

- Execute test protocols, troubleshooting protocols for hardware, software and systems aspects of the company’s products

- Support executing and improvement of field service strategy for Profound products.

- Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance

- When required, enter parts orders, generate and follow-up parts quotes

- Work with IT departments at customer sites for proper equipment networking

- Responsible for creating documentation and electronic reference material to support the field service of products. Specifically, installation and troubleshooting manuals.

- Participate in product design activities representing design for serviceability and product quality representing both internal customers and end users

- Interact with the engineering, quality and operations team to drive the resolution of technical issues

- Executes other ad-hoc projects as assigned by manager.

Education

B.S. in Biomedical Engineering , Biotech, Electrical Engineering, or Electronics related fields or equivalent experience.

Key Attributes

Required:

- Ability to travel on short notice within the EMEA region 80% of the time.

- Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with health care professionals and Scientists that possess advanced Degree

- Previous field service experience is desirable.

- Experience with MRI operations is desirable.

- Strong analytical and troubleshooting skills, with the ability to independently identify and resolve technical issues, demonstrate initiative, and take ownership of assigned tasks.

- Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and work effectively both independently and as part of a team.

- Excellent verbal, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy-to-understand manner

- Working knowledge of quality management systems (ISO 9001 or ISO 13485)

- Exemplify willingness and flexibility in working differing time shifts to accommodate customer needs.

- Fluent in English, both written and spoken

- Additional language skills, particularly German, French or other European languages, are considered an advantage.

- Working knowledge of operating multiple OEM MRI’s is an asset.

- Valid driver's license (Category B or equivalent) required.

- Preferred locations –  Cologne, Germany

We thank you for your interest in Profound Medical. Please note only candidates that are short-listed will be contacted.

We strive to promote diversity and equal opportunity in the workplace and encourage applications from all qualified individuals, including those with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require.