Field Service Engineer II (Cincinnati, OH)

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

A FSE II, reporting to Field Service Management will be responsible for the installation, preventative maintenance, troubleshooting, and repairs of the Tablo Dialysis System.

The FSE will interface professionally with Clinical Staff as well as our patients and will be one of the key faces of Outset. The FSE will provide exceptional customer support and should be able to apply basic engineering theory to accurately diagnose issues, understand root causes, and apply appropriate solutions. The FSE will assist Production and Engineering when needed and as the service schedule allows. They will additionally provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary. The Field Service Engineer will also supply feedback to R&D regarding system performance, serviceability improvements as well as customer feedback. They may also be asked to help develop training or service manual materials as time permits.

They will be responsible to properly document all activities and jobs performed in accordance with Outset’s Quality Management System policies and procedures. The FSE will also manage and maintain Outset’s assets (tools, equipment, and trunk inventory) in accordance with those same policies and procedures. The FSE should expect to travel within the United States up to 75% of the time initially with the potential for worldwide travel as the company grows.

Essential Job Functions

• Provide on demand first and second level technical support to customers including after-hours phone support, holiday and weekend on-site support as required.
• Install, troubleshoot and repair Tablo Dialysis Systems at customer facilities or patient’s homes. Must have strong knowledge of electronic, mechanical, and fluids components.
• Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
• Become a technical subject matter expert on the Tablo product.
• Ability to address and resolve customer issues and escalations.
• Complete all field service and expense reports according to functional standards.
• Support Marketing and Sales for seminars, trade shows, or demonstrations as required.
• Provide detailed feedback to R&D regarding performance, serviceability, and customer comments.
• Support the development of training and service materials.
• Accurately document all service activities, maintain spares inventory, and provide parts usage and failures within the ERP system.
• Ability to travel up to 30% of the time.
• Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
• Excellent communication skills with the ability to interact with customers, patients, and internal personnel.
• Manage and maintain company assets required to perform all necessary job functions.

Required Qualifications:

• Must have valid driver’s license and good driving record.
• Ability to charge travel expenses on a personal credit card to be reimbursed by company.

Preferred Qualifications: 

• Associates degree (Electrical, Electronics, Mechanical or Fluidics) strongly preferred or military equivalent.
• 2+ years Field Service experience in the Medical Equipment Industry preferred but not required.
• Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams and flowcharts.
• Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
• Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.

This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Note: Candidates must be legally authorized to work in the United States.

The Annual Salary range for this position is: $34-40 per hour plus bonus and stock. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals will be required to sit for most of the day and will be required to stand as needed. May require walking, primarily on a level surface for periods of time throughout the day. The employee is occasionally required to stand, walk, climb, or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift to 75lbs. Individuals will be required to travel via airplane, train, taxi, car and/or other means of transportation as needed.

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers. 

And this doesn’t happen by accident. It starts with our live onboarding program, Bold Beginnings, which serves as an incubator for cross-functional team-building, an immersion in Outset’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. In SPARK!, people managers across functions come together to master three pivotal conversations: 1) the priority conversation, 2) the performance conversation, and 3) the growth conversation. They do this in an environment that challenges, supports, and broadens mindsets. 

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career. 

An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams. 

Privacy is important to us. Please review our Applicant Privacy Notice. 

Important Notice

We have been made aware of fraudulent activities where individuals are impersonating our company and offering fake job opportunities. Please note, Outset Medical will never request payment or gift cards during the hiring process, nor will we ask you to purchase your own equipment. Anyone reaching out to you with an email address ending in @outsetmedical.cc, is not a legitimate Outset representative. For legitimate opportunities, always apply directly through our official careers page. If you are unsure about the authenticity of a communication, contact us immediately at peopleops@outsetmedical.com.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT 

Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.