Field Service Lead

Vicarious Surgical is seeking a highly motivated and experienced Field Service Lead to oversee and manage the service and repair operations for our complex robotic capital systems, during critical clinical trials and post commercial launch

As a Field Service Lead you will be responsible for providing design for service input, establishing and optimizing service processes, and ensuring the highest level of customer satisfaction and system uptime. The Field Service Lead will be a key technical point of contact during clinical trials and post commercial launch, providing technical expertise and leadership to ensure successful execution.

Vicarious Surgical is a next generation robotics company developing a disruptive technology with the goal of increasing the efficiency of surgical procedure, improving patient outcomes and reducing healthcare costs.

Responsibilities:

Service & Repair Process Optimization:

• Provide design for service input to the development team to enable field service and repair.
• Develop, implement, and optimize service and repair processes, work instructions, and preventative maintenance schedules.
• Establish and maintain a robust spare parts inventory and management system.
• Analyze service data to identify trends and areas for improvement.
• Establish the field service and repair operating model to align with the company's "Go to market" strategy.

On-Site Service & Support (OUS Clinical Trial Sites):

• Serve as the primary on-site service lead during clinical trials, ensuring optimal system performance and uptime.
• Provide advanced technical support and troubleshooting for complex robotic systems.
• Manage on-site service activities, coordinating with clinical trial personnel and other stakeholders.
• Ensure compliance with regulatory requirements and quality standards.
• Work with in-country regulatory and customs personnel and hospital bioengineering, to ensure smooth operations.

Customer Relationship Management:

• Build and maintain strong relationships with clinical trial sites, providing exceptional customer service and support.
• Act as the primary point of contact for service-related inquiries and escalations.
• Ensure customer satisfaction by proactively addressing service issues and providing timely solutions.

Technical Expertise & Collaboration:

• Maintain a deep understanding of the robotic capital systems and related technologies.
• Collaborate with engineering, manufacturing, and clinical teams to resolve complex technical issues.
• Provide technical support to clinical trial personnel.
• Contribute to the development of service tools and test equipment.

Reporting and Documentation:

• Maintain accurate service records and documentation.
• Generate service reports and provide regular updates to management.
• Track and analyze key service metrics to identify areas for improvement.

Qualifications:

• Bachelor's degree in Biomedical Engineering, Electrical Engineering, Mechanical Engineering, or a related field.
• Minimum of 7 years of experience in a field service role, with at least 3 years in leadership.
• Proven experience with complex robotic capital systems or similar electromechanical devices.
• Strong leadership and team management skills.
• Excellent troubleshooting and problem-solving skills.
• Ability to read and interpret technical drawings, schematics, and manuals.1
• Experience developing and optimizing service processes and work instructions.
• Excellent communication, interpersonal, and training skills.
• Ability to work independently and as part of a team.
• Willingness to travel and reside on-site at international locations for extended periods during clinical trials.
• Experience with regulatory compliance in medical device service.
• Demonstrated experience with remote diagnostics.
• Experience working in a hospital setting and knowledge of Operating Room protocol.

Preferred Qualifications:

• Experience with robotic surgery systems.
• Experience working in a clinical trial environment.
• Fluency in Spanish.
• Experience with FDA regulations and Industry Standards.
• Experience with ISO 13485.

Together, we share a love for learning and we are passionate teachers. As a company, we set ambitious goals and individually, we share in that ambition. At the office, we enjoy each other's company during monthly social, catered lunches and company celebrations