Surgical Navigation Jobs (NOW HIRING)

Job Title: Field Service Engineer

Reports To: Field Service & Business Development Manager

POSITION SUMMARY
JTS Surgical is seeking a Field Service Engineer (FSE) to serve as a high-impact technical leader responsible for installing, maintaining, and ensuring the reliability of advanced operating room imaging and surgical navigation systems. This role owns end-to-end system performance in hospital environments nationwide, working directly with surgeons, OR staff, biomedical engineering, and hospital partners to ensure clinical uptime, regulatory compliance, and trusted operation. The Field Service Engineer brings deep technical expertise, disciplined troubleshooting, and sound judgment in high-acuity clinical settings, balancing precision, safety, and customer experience while operating with high autonomy and partnering closely with leadership, engineering, and facility teams to help scale a repeatable, high-quality support model without compromising reliability or credibility.

KEY RESPONSIBILITIES

Planning & Accountability: The Field Service Engineer is accountable for the safe, compliant, and effective execution of all technical service activities for operating room imaging and navigation systems.

• Perform system installations, planned maintenance, corrective service, upgrades, and validations in accordance with approved procedures and manufacturer specifications
• Diagnose and resolve complex electronic, mechanical, software, and system-integration issues across diverse hospital environments
• Lead or support resolution of high-risk or technically complex service events, including escalations that impact clinical schedules or customer confidence
• Verify system performance, calibration, and clinical readiness following service events
• Apply disciplined troubleshooting methodology rather than ad hoc fixes, ensuring root causes are identified and addressed.

Planned Maintenance & System Reliability: The FSE proactively protects system uptime and long-term performance through disciplined planned maintenance execution.

• Execute scheduled planned maintenance activities consistently and on time across the national installed base
• Inspect system components for wear, drift, environmental impact, or degradation that could lead to future failures
• Perform recalibration, validation, and functional testing to ensure ongoing clinical accuracy
• Identify emerging system risks early and recommend corrective actions, upgrades, or follow-up service
• Communicate system health trends and risks to internal stakeholders and customers as appropriate

Customer Experience & Relationship Ownership: The FSE owns the technical relationship and service experience for assigned hospitals and accounts.

• Serve as the primary technical point of contact for surgeons, OR leadership, biomedical engineering, IT, and hospital administrators
• Communicate service plans, timelines, findings, and outcomes clearly and professionally
• Set realistic expectations regarding system capabilities, limitations, and service timelines
• Build trust through responsiveness, follow-through, and technical credibility that drives repeat service engagement
• Actively manage customer satisfaction rather than reacting only when issues escalate

Regulatory Compliance & Documentation Discipline: The FSE ensures all service activity meets regulatory, quality, and documentation standards.

• Comply with all applicable SOPs, work instructions, and safety requirements
• Accurately and promptly document all service activities, diagnostics, corrective actions, and parts usage
• Escalate quality events, complaints, or adverse findings immediately and in accordance with procedures
• Operate in compliance with FDA regulations, ISO 13485 requirements, and internal quality systems
• Maintain service records that are complete, timely, and audit-ready

Stewardship, Judgment & Autonomy: FSE is trusted to operate independently and exercise sound judgment in the field

• Independently manage day-to-day service activities following ramp-up, with minimal leadership oversight
• Exercise professional judgment in scheduling, travel planning, service prioritization, and escalation decisions
• Balance efficiency with safety, quality, regulatory compliance, and patient impact
• Act as a responsible steward of company equipment, tools, time, and expenses
• Escalate safety, regulatory, or high-risk technical issues appropriately and without delay

Cross-Functional Collaboration & Scaling Contribution: As the service organization scales, the FSE contributes beyond individual service events.

• Collaborate with Quality, Engineering, Product, Sales, and Clinical teams to resolve issues and improve service delivery
• Share field insights related to product performance, failure modes, and serviceability
• Contribute to continuous improvement of service procedures, documentation, and best practices
• Support onboarding, mentoring, or knowledge sharing with other field engineers as appropriate

Professional Development & Readiness: The
FSE maintains readiness to support advanced systems in regulated clinical environments.

• Complete required technical, safety, and compliance training on schedule
• Build increasing technical depth and independence over time
• Maintain hospital credentialing, certifications, and access requirements
• Represent the company professionally at all customer sites and interactions

QUALIFICATIONS

• Strong technical aptitude in electromechanical systems, medical imaging hardware, and surgical navigation platforms, with the ability to interpret schematics, service documentation, and diagnostic data
• Working knowledge of hospital and operating room environments, OR workflows, sterile field protocols, and medical imaging modalities; able to perform effectively in high-pressure clinical settings
• Proven ability to work independently in the field, troubleshooting and resolving complex technical issues using diagnostic, calibration, networking, and IT tools with minimal supervision
• Clear, professional communicator who can engage surgeons, clinical staff, and technical teams, translating complex technical issues into plain, understandable language
• Relevant technical training or equivalent hands-on experience, with field service experience in medical devices, surgical systems, imaging, robotics, or navigation platforms; OR experience strongly preferred
• Highly accountable, organized, and solutions-oriented, with a strong focus on safety and quality; willing to travel extensively (approximately 90%), work flexible hours, and support on-site clinical needs

WHAT SUCCESS LOOKS LIKE

• Systems are installed, serviced, and restored quickly and correctly, minimizing clinical downtime and ensuring safe, reliable use in the operating room.
• Surgeons and clinical staff trust you as a calm, capable partner who communicates clearly and performs confidently in high-pressure situations.
• Technical issues are diagnosed accurately the first time, with thorough documentation and proactive follow-up that prevents repeat failures.
• You operate independently in the field while consistently meeting travel, responsiveness, quality, and compliance expectations.