Field Service Engineer, APAC

Company Overview

Embark 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.

Understanding PROCEPT's Culture

At 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.

And 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.

We 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.

An 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!

The Opportunity That Awaits You:

As 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.

This 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.

What Your Day-To-Day Will Involve:

• Represent PROCEPT BioRobotics professionally while delivering exceptional customer service and fostering long-term customer relationships.
• Maintain all required certifications as a Medical Device Repair Responsible Technician with Class II and Class III qualifications.
• Install, inspect, troubleshoot, calibrate, and repair medical equipment at customer sites in accordance with the manufacturer's instructions and company procedures.
• Perform preventive maintenance, diagnose equipment issues, and repair, upgrade, disassemble, or replace system components as required.
• Support installation planning, site readiness assessments, logistics coordination, and customer communication to ensure successful system deployment.
• Deliver remote technical support to customers, distributors, and field personnel.
• Monitor customer system performance and recommend proactive solutions to maximize customer success.
• Identify, document, and escalate product complaints in accordance with Quality System and Regulatory requirements.
• Maintain accurate records in the field service database, including customer configurations, installed systems, and spare parts inventory.
• Coordinate warranty returns and service logistics with Customer Service and Operations.
• Develop, maintain, and continuously improve service documentation, procedures, work instructions, and the service knowledge base.
• Ensure timely and accurate completion of service reports, installation documentation, expense reports, and regulatory records.
• Maintain company assets, including installed systems, demo units, loaner equipment, service tools, and spare parts.
• Collaborate closely with Research & Development, Manufacturing, Quality Assurance, Sales, Clinical Affairs, Marketing, Operations, and other cross-functional teams.
• Provide technical service support to international customers and distributors as required.
• Support the delivery and removal of products for customer demonstrations, exhibitions, congresses, hands-on workshops, and international marketing events.
• Meet established service KPIs, including response time, preventive maintenance completion, service quality, and customer satisfaction.
• Comply with all applicable national, regional, and local regulations, as well as company policies and quality standards.

The Qualifications We Need You to Possess

Experience & Certification

• Minimum of 5 years of experience servicing medical devices.
• Certified Medical Device Repair Responsible Technician (Class II and Class III).
• Good understanding of hospital operations and experience working in and around operating room environments.

Technical Competencies

• Strong operation monitoring and quality control analysis skills.
• Excellent troubleshooting, critical thinking, and complex problem-solving abilities.
• Ability to read, understand, and prepare technical documentation, service procedures, and training materials.

Communication & Customer Focus

• Strong presentation and communication skills for one-on-one and small-group customer training.
• Professional proficiency in English (written and spoken).
• Ability to communicate clearly, concisely, and professionally with customers, hospital staff, physicians, administrators, and internal teams, including during high-pressure situations.
• Ability to provide first-line technical customer support and effectively coordinate with cross-functional internal stakeholders.
• Demonstrated ability to build and maintain strong customer relationships through professionalism, responsiveness, and technical expertise.
• Demonstrated commitment to delivering exceptional customer service and customer satisfaction.
• Demonstrated commitment to patient safety, quality, and regulatory compliance.
• Ability to work effectively in a cross-functional team environment, collaborating with Sales, Clinical, Marketing, Quality Assurance, Engineering, and Operations teams.

Travel & Physical Requirements

• Must reside within approximately one hour of Tokyo International Airport.
• Ability to travel up to 75% of the time, both domestically and internationally.
• Ability to lift and move equipment weighing up to 25 kg (55 lbs).

The Qualifications We Want You to Possess

Industry Experience

• Experience with surgical robotics is highly desirable.
• Previous experience in a start-up or high-growth medical technology company.
• Experience working with hospital Clinical Engineering departments.

Field Service & Customer Support

• Experience collaborating with international or multicultural teams.
• Experience supporting the launch of new technology and establishing new customer accounts or hospital installations.
• Experience with installation planning, facility assessments, and site readiness coordination.
• Experience delivering technical and clinical training to physicians, nurses, clinical engineers, distributors, and other healthcare professionals.
• Experience supporting customer demonstrations, exhibitions, congresses, customer workshops, and clinical events.
• Experience managing logistics, inventory, spare parts, demo systems, loaner equipment, and company assets.

Technical & Business Skills

• Ability to analyze service data and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Knowledge of Root Cause Analysis (RCA), CAPA, or other structured problem-solving methodologies.
• Basic understanding of hospital IT infrastructure and network connectivity.
• Experience using CRM or Field Service Management systems (e.g., Salesforce, ServiceMax, SAP).
• Strong project management and organizational skills with the ability to manage multiple customer projects simultaneously.

Additional Qualifications

• Willingness to travel extensively throughout Japan and provide occasional after-hours or weekend support when required.