Field Service Engineer III

Job Description:

POSITION SUMMARY

The Field Service Engineer III is responsible for independently supporting the installation, preventive maintenance, repair, troubleshooting, and upgrade of TransMedics Organ Care Systems (OCS™) within an assigned geographic region. This role is critical to ensuring the availability, reliability, and performance of TransMedics life-saving medical devices.

The Field Service Engineer III will independently manage service activities within an assigned region, including prioritizing customer needs, responding to equipment issues, completing scheduled preventive maintenance and upgrades, and ensuring all service activities are completed in accordance with applicable quality and regulatory requirements.

As an experienced member of the Field Service team, the Field Service Engineer III will also serve as a technical resource to other Field Service Engineers and may provide troubleshooting assistance, technical guidance, training, and mentoring as needed.

This is a remote, field-based position requiring significant domestic travel within the assigned region, with occasional travel outside the region and internationally based on business needs. Candidates must be comfortable working independently, traveling frequently, and responding to service needs on short notice.

POSITION RESPONSIBILITIES

This position is responsible for, but not limited to, the following:

• Install, repair, maintain, troubleshoot, and upgrade TransMedics Organ Care Systems at internal and external customer sites.
• Independently manage field service activities within an assigned geographic region, ensuring TransMedics devices and equipment are serviced, repaired, and maintained in a compliant and timely manner.
• Perform scheduled preventive maintenance and other required service activities in accordance with established procedures, quality requirements, and applicable regulatory standards.
• Troubleshoot complex electromechanical systems to identify root causes and independently determine appropriate corrective actions.
• Respond to equipment issues and customer service needs with an appropriate level of urgency while effectively prioritizing multiple service activities.
• Provide remote and phone-based technical troubleshooting support to customers, internal partners, and other Field Service Engineers when appropriate.
• Serve as an experienced technical resource for other Field Service Engineers, including providing troubleshooting support, technical guidance, knowledge sharing, training, and mentoring as needed.
• Complete service reports, documentation, and other required records accurately and in a timely manner.
• Enter completed service activities and other required information into applicable company databases and systems in accordance with established procedures.
• Maintain service tools, test equipment, and other equipment utilized in field service activities.
• Develop and maintain strong professional relationships with hospital customers and other internal and external stakeholders.
• Drive customer satisfaction through responsive communication, technical expertise, professionalism, and service excellence.
• Collaborate with Quality, Engineering, Operations, and other cross-functional partners to resolve equipment and service-related issues.
• Maintain detailed knowledge of TransMedics products, service procedures, quality requirements, and applicable regulatory requirements.
• Perform other TransMedics tasks and duties as assigned or required.

SUPERVISORY RESPONSIBILITIES

This position does not have direct people-management responsibilities.

The Field Service Engineer III may serve as a senior technical resource within the Field Service organization and may provide training, mentoring, troubleshooting assistance, and technical guidance to other Field Service Engineers.

TRAVEL AND PHYSICAL REQUIREMENTS

• Must be able and willing to travel up to 80% of the time.
• This is a highly travel-intensive field position. Travel will primarily occur within the employee's assigned geographic region but may also include domestic travel outside the assigned region and occasional international travel based on business needs.
• Travel may frequently require multiple overnight stays during the workweek.
• Must be able to manage a high-volume travel schedule and travel on short notice.
• Must be available to support business needs outside normal working hours, including occasional nights and weekends.
• Must be able to travel internationally and domestically as required.
• Must possess and maintain a valid driver's license and valid passport.
• Must have the physical ability to uncrate and crate an Organ Care System and lift and transport service tool kits and equipment weighing up to 50 pounds.

MINIMUM QUALIFICATIONS

• Bachelor's degree with a minimum of 3 years of experience as a Field Service Engineer; OR
• Associate's/Technical degree with a minimum of 5 years of experience as a Field Service Engineer; OR
• High school diploma or equivalent with a minimum of 7 years of experience as a Field Service Engineer.
• Demonstrated experience servicing, repairing, maintaining, and troubleshooting complex electromechanical equipment.
• Demonstrated ability to assemble and disassemble highly complex electromechanical systems.
• Strong analytical, diagnostic, problem-solving, and troubleshooting skills.
• Demonstrated ability to work independently in a field-based environment with limited day-to-day supervision.
• Ability to independently prioritize multiple service activities, customer needs, preventive maintenance requirements, and urgent equipment issues.
• Strong verbal and written communication skills.
• Strong interpersonal and customer-service skills.
• Must possess a valid driver's license and valid passport.
• Must be able and willing to meet the travel and physical requirements of the position.

PREFERRED QUALIFICATIONS

• Field service experience supporting complex medical devices or medical equipment.
• Experience servicing FDA-regulated medical devices.
• Experience providing field service within hospitals, clinical environments, or other healthcare settings.
• Previous responsibility for independently managing or supporting a geographic service territory or region.
• Experience serving as a senior, lead, or go-to technical resource within a Field Service organization.
• Experience training, mentoring, or providing technical guidance to other Field Service Engineers.
• Experience providing remote or phone-based technical troubleshooting support to customers or other field engineers.
• Experience performing preventive maintenance, corrective maintenance, equipment upgrades, installations, and field repairs.
• Experience working within a regulated Quality Management System and completing service documentation in accordance with applicable quality and regulatory requirements.
• Demonstrated ability to troubleshoot complex equipment independently and determine root cause and corrective action.
• Ability to work calmly and effectively under pressure while maintaining a positive and professional demeanor.
• Outstanding customer interaction skills with a demonstrated track record of working professionally with hospital and clinical customers.
• Strong organizational, multitasking, and prioritization skills.
• Detail-oriented with demonstrated ability to maintain accurate and timely service documentation.
• Reliable, self-directed, and able to independently manage a field service workload and travel schedule.
• Proficiency with Microsoft Word, Excel, and other standard business applications.
• Ability to speak a foreign language is a plus.

WORK ENVIRONMENT

The Field Service Engineer III is a remote, field-based position supporting an assigned geographic service region. The role requires substantial independence and the ability to effectively manage service priorities while frequently traveling between customer and company locations.

The Field Service Engineer III may work in hospital and clinical environments where equipment availability and timely resolution of technical issues are critical. The successful candidate must be comfortable operating in a fast-paced environment, responding to changing priorities, and supporting customers and equipment when urgent service needs arise.

This position requires close collaboration with Field Service, Quality, Engineering, Operations, and other cross-functional teams while maintaining a high level of independence in the field.

TransMedics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law. We are committed to creating an inclusive environment for all employees.