Field Service Engineer III, National Capital Equipment Support (Cranial and Spinal Technologies / Surgical Robotics)

A Day in the Life

The Cranial and Spinal Technologies (CST) and Surgical Robotics (SR) Field Service organization provides technical support for advanced imaging and robotic-assisted surgical systems used by healthcare providers. This team is responsible for ensuring the safe, reliable, and compliant operation of large capital equipment throughout its lifecycle, including installation, maintenance, upgrades, and service support.

This position supports customers throughout the San Antonio, Texas area and is expected to reside within the territory. The role is field-based and primarily performed at customer sites, with approximately 50% travel outside the San Antonio area to support regional business needs and customer requirements.

The Field Service Engineer serves as the primary technical representative supporting CST Imaging and Surgical Robotics systems at customer sites. This role is responsible for lifecycle service activities including installation, maintenance, troubleshooting, upgrades, and de-installation of capital equipment while partnering with clinical customers, sales teams, and internal stakeholders to support system performance and customer satisfaction.

Primary Responsibilities

• Perform installation, inspection, verification, corrective maintenance, preventive maintenance, and de-installation activities for O-arm, imaging, AiBLE, and Mazor systems.
• Troubleshoot and diagnose mechanical, electrical, and technical issues to restore equipment performance and minimize customer downtime.
• Maintain accurate service records, reports, and documentation in accordance with regulatory, quality, and company requirements.
• Coordinate service activities with customers and internal partners to ensure timely completion of scheduled and unscheduled support activities.
• Analyze field service data and identify trends, recurring issues, and opportunities for product or process improvements.
• Provide technical feedback to Engineering, Manufacturing, Quality, and other cross-functional teams to support product enhancements and serviceability improvements.
• Support the development, maintenance, and continuous improvement of service procedures, documentation, and field service processes.
• Participate in the delivery of technical training and knowledge transfer activities for distributors, partners, agents, and qualified customer representatives.

Required Qualifications

• High School Diploma or equivalent and a minimum of 3 years of experience in customer support, mechanical equipment repair, electrical equipment repair, or field service support.
• Valid driver's license and ability to travel approximately 50% within and outside the assigned territory.
• Experience performing troubleshooting, maintenance, repair, or service activities on technical equipment in customer-facing environments.
• Ability to maintain service documentation and technical records in accordance with established procedures and requirements.

Preferred Qualifications

• Experience servicing medical devices, imaging equipment, or other complex electronic systems.
• Ability to troubleshoot and diagnose issues on medical equipment or large capital equipment platforms.
• Experience delivering technical training or instruction to customers, distributors, or technical personnel.
• Strong written and verbal English communication skills.
• Experience working independently in a field-based service environment and managing multiple customer priorities.