Manager, Field Service

PROCEPT BioRobotics

3d • $115,000 - $135,000

About The Position

The Field Support Manager will lead and develop a high-performing team of Field Support Engineers while simultaneously operating as an expert individual contributor in the field. This “player/coach” role combines hands-on service responsibilities with leadership, mentorship, and operational oversight. The ideal candidate is technically strong, customer-focused, and energized by a fast-paced, high-growth environment.

Requirements

• Bachelor’s degree in Engineering, Biomedical Technology, Mechanical/Electrical Engineering, or related field; equivalent experience considered.
• 5+ years of experience in field service roles involving complex electro-mechanical or medical devices; experience in surgical robotics or capital medical equipment strongly preferred.
• 2+ years of team leadership, mentoring, or supervisory experience (formal or informal).
• Demonstrated ability to thrive in a hands-on, fast-growth, startup-like environment.
• Strong diagnostic and troubleshooting abilities across hardware, software, and networking domains.
• Excellent communication skills with the ability to build trust with clinicians, hospital staff, and cross-functional teammates.
• Ability to travel 50–75% depending on territory and business needs.

Nice To Haves

• Experience scaling a field support function or launching new products/technology in the field.
• Familiarity with FDA-regulated medical devices or other safety-critical systems.
• Training experience (technical or customer-facing).
• Exposure to robot-assisted surgery systems or automated/mechatronic systems.

Responsibilities

• Lead, mentor, and develop a growing team of Field Service Engineers to ensure exceptional customer service and technical excellence.
• Build and scale field service processes, documentation, and best practices as the organization expands.
• Forecast staffing needs and support hiring, onboarding, and training of new team members.
• Provide performance feedback, support career development, and foster a culture of accountability and continuous improvement.
• Collaborate cross-functionally with Engineering, Product, Quality, Sales, and Clinical teams to ensure robust, consistent field operations and to ensure all pipeline products are designed with serviceability in mind.
• Deliver expert-level service, troubleshooting, repair, and maintenance of advanced surgical robotic systems at customer sites.
• Serve as a technical escalation point for the team; resolve complex issues and guide root-cause analysis.
• Support new system installations, upgrades, validations, and field testing of emerging technology.
• Ensure timely service delivery, compliance with safety and regulatory requirements, and exceptional surgeon/hospital staff experience.
• Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement.
• Oversee service metrics such as uptime, response time, throughput, and customer satisfaction.
• Manage inventory, parts forecasting, and service-related logistics within designated region(s).
• Maintain accurate service records and ensure adherence to all service policies and procedures for yourself and your team.
• Help drive readiness for product launches, new clinical indications, or expanded service territories.

Benefits

• full medical coverage
• wellness programs
• on-site gym
• a 401(k) plan with employer match
• short-term and long-term disability coverage
• basic life insurance
• wellbeing benefits
• flexible or paid time off
• paid parental leave
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager