Field Service Engineer III – Midwest Region

Job Description:

Field Service Engineer III – Midwest Region

Remote / Field-Based – Midwest United States

POSITION SUMMARY

TransMedics is seeking an experienced Field Service Engineer III to support our Midwest Region, providing critical technical service and support for our innovative Organ Care System (OCS™) technology.

The Field Service Engineer III is responsible for independently supporting the installation, preventive maintenance, repair, troubleshooting, and upgrade of TransMedics Organ Care Systems within an assigned geographic territory. This position plays a critical role in ensuring the availability, reliability, and performance of life-saving medical technology used in organ transplantation.

This is a remote, field-based position requiring candidates to reside in the Midwest region or be willing to relocate to the region. This is not a traditional work-from-home position. The successful candidate must be comfortable independently managing a regional service territory, traveling extensively, and maintaining a highly flexible schedule to meet customer and operational needs.

Midwest Territory & Location Requirements

The Midwest service region includes major metropolitan areas such as:

• Chicago, Illinois
• Cleveland, Ohio
• Ann Arbor, Michigan
• Minneapolis, Minnesota
• Kansas City, Missouri/Kansas

Candidates must be based within the Midwest region, preferably within a reasonable commuting distance of a major commercial airport.

Travel will primarily support customer locations throughout the assigned Midwest territory; however, additional domestic and occasional international travel may be required based on business needs.

As an experienced member of the Field Service team, the Field Service Engineer III will also serve as a technical resource to other engineers, providing advanced troubleshooting assistance, technical guidance, training, and mentoring as needed.

POSITION RESPONSIBILITIES

This position is responsible for, but not limited to, the following:

• Install, repair, maintain, troubleshoot, and upgrade TransMedics Organ Care Systems at internal and external customer sites.
• Independently manage field service activities throughout an assigned Midwest geographic territory, ensuring TransMedics devices are serviced, repaired, and maintained in a timely and compliant manner.
• Perform scheduled preventive maintenance, corrective maintenance, equipment upgrades, and other required service activities in accordance with established procedures, quality requirements, and applicable regulatory standards.
• Troubleshoot complex electromechanical systems, including electrical, mechanical, software, and fluidics components, to identify root causes and independently determine appropriate corrective actions.
• Respond to equipment issues and customer service needs with an appropriate level of urgency while effectively prioritizing multiple service activities.
• Provide remote and telephone-based technical troubleshooting support to customers, internal partners, and other Field Service Engineers when appropriate.
• Participate in a rotating after-hours telephone support schedule if and when implemented by the Field Service organization.
• Serve as an experienced technical resource for other Field Service Engineers, including providing advanced troubleshooting assistance, technical guidance, knowledge sharing, training, and mentoring as needed.
• Independently coordinate service activities, customer appointments, preventive maintenance schedules, and travel requirements throughout the assigned territory.
• Complete service reports, documentation, and other required records accurately and in a timely manner.
• Enter completed service activities and other required information into applicable company databases and systems in accordance with established procedures.
• Maintain service tools, test equipment, and other equipment utilized in field service activities.
• Develop and maintain strong professional relationships with hospital customers and other internal and external stakeholders.
• Drive customer satisfaction through responsive communication, technical expertise, professionalism, and service excellence.
• Collaborate with Quality, Engineering, Operations, and other cross-functional partners to resolve equipment and service-related issues.
• Maintain detailed knowledge of TransMedics products, service procedures, quality requirements, and applicable regulatory requirements.
• Adapt to changing service priorities, customer schedules, and travel requirements, including short-notice assignments when necessary.
• Perform other TransMedics tasks and duties as assigned or required.

SUPERVISORY RESPONSIBILITIES

This position does not have direct people-management responsibilities.

The Field Service Engineer III may serve as a senior technical resource within the Field Service organization and may provide training, mentoring, troubleshooting assistance, and technical guidance to other Field Service Engineers.

TRAVEL, WORK SCHEDULE & PHYSICAL REQUIREMENTS

This is a highly travel-intensive position requiring up to 80% domestic and occasional international travel. Working hours and travel schedules are extremely variable and are driven by customer requirements, service activities, and flight availability.

Candidates must understand and be comfortable with the following expectations:

• Extensive Travel: Must be willing and able to travel up to 80% of the time, primarily throughout the Midwest region, with additional domestic and occasional international travel as business needs require.
• Variable Work Hours: This position does not follow a consistent 8:00 AM–5:00 PM schedule. Early-morning flights, late-night arrivals, extended workdays, and changing travel schedules are common.
• Overnight Travel: Multiple overnight stays during the workweek are frequently required.
• Weekend Travel: While weekend travel is not typically expected, it may occasionally be necessary to meet customer schedules and operational requirements.
• Sunday Departures: Travel may require departing on Sunday evening to arrive at a customer location and begin work Monday morning.
• Saturday Returns: Service assignments extending into late Friday afternoon may occasionally require return travel on Saturday.
• International Assignments: International travel may require weekend departures or returns to accommodate customer schedules and business needs.
• Short-Notice Travel: Must be able to accommodate changing schedules and travel assignments with limited advance notice.
• After-Hours Support: The Field Service organization does not currently operate a formal on-call or after-hours emergency support rotation. However, implementation of an after-hours telephone support rotation is anticipated. Candidates must be comfortable participating in this rotation when established.
• Airport Accessibility: Candidates must reside within a reasonable commuting distance of a major commercial airport to support frequent air travel.
• Travel Documentation: Must possess and maintain a valid driver's license and valid passport.
• Physical Requirements: Must have the physical ability to uncrate and crate an Organ Care System and lift and transport service tool kits and equipment weighing up to 50 pounds.

The successful candidate must be flexible, self-directed, and comfortable managing extensive travel while independently supporting customers in a mission-critical healthcare environment.

MINIMUM QUALIFICATIONS

Candidates must meet one of the following education and experience requirements:

• Bachelor's degree with a minimum of 3 years of experience as a Field Service Engineer; OR
• Associate's or Technical degree with a minimum of 5 years of experience as a Field Service Engineer; OR
• High school diploma or equivalent with a minimum of 7 years of experience as a Field Service Engineer.

Additional Requirements:

• Demonstrated experience servicing, repairing, maintaining, and troubleshooting complex electromechanical equipment.
• Demonstrated ability to assemble and disassemble highly complex electromechanical systems.
• Strong analytical, diagnostic, problem-solving, and troubleshooting skills.
• Demonstrated ability to work independently in a field-based environment with limited day-to-day supervision.
• Ability to independently prioritize multiple service activities, customer needs, preventive maintenance requirements, and urgent equipment issues.
• Strong verbal and written communication skills.
• Strong interpersonal and customer-service skills.
• Must reside in the Midwest region or be willing to relocate to the region.
• Must be comfortable with up to 80% travel and a highly variable work schedule, including occasional weekend travel.
• Must be willing to participate in an after-hours telephone support rotation if implemented.
• Must possess and maintain a valid driver's license and valid passport.
• Must be able and willing to meet all travel and physical requirements of the position.

PREFERRED QUALIFICATIONS

• Field service experience supporting complex medical devices or medical equipment.
• Experience servicing FDA-regulated medical devices.
• Experience providing field service within hospitals, clinical environments, or other healthcare settings.
• Experience troubleshooting complex equipment involving electrical, mechanical, software, fluidics, vacuum, sensors, pumps, valves, or other integrated electromechanical systems.
• Previous responsibility for independently managing or supporting a geographic service territory or region.
• Experience serving as a senior, lead, or go-to technical resource within a Field Service organization.
• Experience training, mentoring, or providing technical guidance to other Field Service Engineers.
• Experience providing remote or phone-based technical troubleshooting support to customers or other field engineers.
• Experience performing preventive maintenance, corrective maintenance, equipment upgrades, installations, and field repairs.
• Experience working within a regulated Quality Management System and completing service documentation in accordance with applicable quality and regulatory requirements.
• Demonstrated ability to troubleshoot complex equipment independently and determine root cause and corrective action.
• Ability to work calmly and effectively under pressure while maintaining a positive and professional demeanor.
• Outstanding customer interaction skills with a demonstrated track record of working professionally with hospital and clinical customers.
• Strong organizational, multitasking, and prioritization skills.
• Detail-oriented with demonstrated ability to maintain accurate and timely service documentation.
• Reliable, self-directed, and able to independently manage a field service workload and travel schedule.
• Proficiency with Microsoft Word, Excel, and other standard business applications.
• Ability to speak a foreign language is a plus.

WORK ENVIRONMENT

The Field Service Engineer III is a remote, field-based position supporting TransMedics customers throughout the Midwest region. The role requires substantial independence and the ability to effectively manage service priorities while frequently traveling between customer and company locations.

The position involves working in hospital and clinical environments where equipment availability and timely resolution of technical issues are critical to patient care and transplant operations.

The successful candidate must be comfortable operating in a fast-paced, highly mobile environment, responding to changing priorities, and supporting customers and equipment when urgent service needs arise.

Although the position is home-based when not traveling, the majority of working time may be spent at customer locations or in transit.

This position requires close collaboration with Field Service, Quality, Engineering, Operations, and other cross-functional teams while maintaining a high level of independence in the field.

ABOUT TRANSMEDICS

TransMedics, Inc. is a commercial-stage medical technology company transforming organ transplant therapy for patients worldwide.

Our mission is to help save more patients' lives by increasing access to viable donor organs for those who are awaiting an organ transplant. To accomplish this mission, we partner closely with transplant stakeholders worldwide and help expand their access to healthy donor organs while delivering the highest quality technology, service, clinical care, and outcomes.

Driven by a passion for improving patient care, we make the impossible possible and keep our employees at the center of everything we do.

Together, we strive to enhance the quality of life for transplant recipients and their families, fostering hope and healing in the journey toward better health.

Maximize your potential at TransMedics, Inc.

www.TransMedics.com

COMPENSATION & BENEFITS

TransMedics is committed to equitable and transparent compensation.

The expected base salary range for this role is $80,000–$113,000, which represents the company's current good-faith estimate of compensation for this position.

Actual salary will depend on factors such as, but not limited to, candidate experience, qualifications, skills, and the specific work location.

This role may also be eligible for bonuses, equity, and a comprehensive benefits package, including medical, dental, vision, retirement savings, paid time off, and wellness resources.

We comply with all U.S. pay transparency laws and do not request or consider salary history.

Employee Benefits

• Medical insurance with Health Reimbursement Account through Blue Cross/Blue Shield of Massachusetts
• Dental insurance
• Vision insurance
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short-Term Disability
• Long-Term Disability
• 401(k) Plan
• Pet Insurance
• Employee Stock Purchase Plan

EQUAL EMPLOYMENT OPPORTUNITY

TransMedics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, marital status, age, disability, protected veteran status, or any other characteristic protected by law.

We are committed to creating an inclusive environment for all employees.

TransMedics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law. We are committed to creating an inclusive environment for all employees.

Welcome to TransMedics Careers!

Our Vision is to help save more patients' lives by becoming the trusted partner to transplant stakeholders worldwide and delivering the highest quality technology, service and clinical care.

TransMedics Group, Inc. (TMDX) is a commercial-stage medical technology company transforming organ transplant therapy for end-stage organ failure patients across multiple disease states. We developed the Organ Care System, or the OCS™, to replace a decades-old standard of care that we believe is significantly limiting access to life-saving transplant therapy for hundreds of thousands of patients worldwide. Our innovative OCS technology replicates many aspects of the organ’s natural living and functioning environment outside of the human body. As such, the OCS represents a paradigm shift that transforms organ preservation for transplantation from a static state to a dynamic environment that enables new capabilities, including organ optimization and assessment.

In concert with our OCS technology platform and OCS Connect™ app, which enables TransMedics and transplant clinicians to efficiently track, coordinate & communicate resource logistics for donor organs procured and maintained on OCS™, TMDX launched its National OCS™ Program (NOP) in 2022: 16 regional hubs across the U.S. staffed by a dispersed workforce of experienced, on-staff OCS Perfusion Specialists & Cardiothoracic and Abdominal Donor Procurement Surgeons. These resources are mobilized on-demand via our own dedicated ground & aviation transportation logistics network, to retrieve and deliver allocated donor organs from anywhere in the U.S. – aiding U.S. Transplant Centers in bidding farewell to the time & distance limitations of cold storage & expand the pool of viable donor organs for their transplant recipients.