Senior Field Support Engineer, APAC

RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

OVERVIEW:

The Senior Field Support Engineer – APAC will work from their home office and will be primarily response for managing RxSight equipment to ensure optimal uptime and problem resolution relating to RxSight Technology. This position will ensure Distributor Field Service Engineers are trained and perform maintenance to RxSight’s written standards. Position will also perform direct maintenance, installation, preventive maintenance, upgrades within region ensuring proper procedures are executed as per RxSight Technical Support US direction. All tracking and escalations related to direct, and distributor complaints and observations will be collected and immediately recorded and escalated to RxSight U.S. Technical Support department. Position will closely collaborate with regional Clinical, Sales as well as distributor contacts ensuring maximum up-time of all equipment installed within region. PM, Software tracking will be administered by this position and made available in real-time to ensure compliance. 

Position will establish, execute and maintain processes related to RxSight equipment as well as reporting complaints per RxSight Complaint procedures. Position will be trained in basic software and user applications of equipment besides formal technical training on installation, break-fix, etc. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This individual will be well versed in both the technical attributes of the technology as well as the system hardware, software and application of equipment: 

• Manage direct customer site to ensure the highest possible up-time of RxSight technology possible by providing real-time feedback to RxSight Technical Support. 
• Installation of LDD equipment and accessories within the installation procedure. 
• Upgrade software and hardware per Field Notifications (Service Bulletins, Service Flashes) to ensure up to date configuration control of equipment within the region. 
• Perform Distributor training for new Distributor Field Service Engineers, including OJT to ensure the quality of training. 
• Management of Spare Parts distribution to direct customers but also forecasting for Distributor stocking. 
• Provide phone support for Customers, and escalation services for distributors when issues arise. 
• Ensuring install base data is accurate and configuration management (serial numbers, installation dates, detailed locations, etc.) are consistent. 
• Ensuring Distributor records are within compliance to RxSight’s published distributor requirements including compliance with SB’s and all associated procedures. 
• Ensure defective/failed parts are returned for investigation per Return Materials Authorization processes. 
• Enter all service visits, contacts (phone support) within RxSight Service Portal software ensuring constant vigilance of installed base. 
• Where appropriate, ensure remote Technical Gateway Device (Juno) connectivity for devices within the region. 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Experience with handling and integrating optics, electromechanical devices. 
• Familiar with documentation requirements and procedures in a regulated company. 
• A demonstrable track record of success in achieving and maintaining high quality documentation for use in a field environment. 
• Excellent communication skills in both oral and written formats, as well as excellent listening and problem-solving skills. 
• The ability to interface effectively with all levels and functions within the organization, physicians, clinicians, technicians and distributor management. 

SUPERVISORY RESPONSIBILITIES:

This position currently does not have direct reports, however a close relationship with the Field Service engineers from distributors will be important to the successful implementation of RxSight technology. 

EDUCATION, EXPERIENCE, and TRAINING:

• BS in an Engineering discipline of a minimum of 5-7 years’ direct experience in optical, mechanical or electronic medical device systems. 
• Training to be completed per the training plan for this position as maintained in the document control system.
• The training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conducts and Ethics must be diligently completed within 15 days from the hiring date and on an annual basis.

COMPUTER SKILLS:

General understanding of Business Systems software is highly desirable, with a knowledge of Field Support software and automation tools. 

General use of Microsoft Office products with heavy emphasis on Excel use, including pivot tables, macro’s, etc.