Field Service Engineer, Surgical

Dornier MedTech America (DMTA) is a medical device company dedicated to advancing urology care. As part of the global Dornier MedTech family, we design and manufacture innovative technologies - including laser systems, lithotripters, and endourology devices - trusted by doctors, hospitals, and surgery centers nationwide. Our team is distributed across the U.S., bringing together sales, service, R&D, and operations professionals who share a commitment to improving patient outcomes through better technology.

The Field Service Engineer, Surgical delivers on Dornier MedTech's commitment to quality customer service. Using strong technical and communication skills, you will provide total preventive and corrective maintenance for Dornier MedTech surgical laser systems, working independently in the field to deliver the highest degree of customer satisfaction. You will also support clinical application needs and sell service contracts to your assigned customers. This role is the second tier of our Surgical Service technical career path and includes ongoing training toward Senior Service Engineer certification eligibility.

Ideal location for this position is Northern NJ.

• Perform preventive and corrective maintenance on Dornier MedTech surgical laser systems independently, as directed and required.
• Handle site installation and de-installation, including scheduling, packing, unpacking, and inspecting equipment.
• Install Technical Bulletins.
• Provide clinical application support on assigned equipment.
• Operate standard test equipment (oscilloscope, diagnostic testers) and remote diagnostic and monitoring tools to triage and resolve service issues.
• Sell product service contracts to assigned customers, provide information on service contract programs, and follow up on and promote those programs.
• Complete all administrative duties neatly, accurately, and on time, including expense reports, time reports, parts requisitions, RMAs, installation checklists, field service reports, and other assigned reporting.
• Keep administrative metrics (RMAs, open calls, call closings, inventory value, overtime) within department goals and guidelines.
• Maintain assigned tools, test equipment, and technical spares.
• Maintain trunk stock inventory in the assigned company vehicle in accordance with company guidelines, keeping stock levels, accuracy, and accountability within established policy.
• Maintain the assigned company fleet vehicle in good operating condition, including scheduling required maintenance and service, logging mileage and usage accurately, and following company vehicle safety and cleanliness standards.
• Follow and help ensure compliance with safety policies and practices within the assigned team.
• Travel 50%-70% with occasional overnight stays, perform on-call standby duty and travel as required, and be prepared to work overtime and odd hours when directed.
• Provide on-the-job training and informal mentoring to Field Service Representatives.
• Build and maintain customer confidence and ensure excellent customer relationships.
• Pursue ongoing training in Dornier MedTech service platforms, diagnostic tools, and digital service technologies in preparation for Senior Service Engineer certification eligibility.
• Perform additional duties and responsibilities as assigned by management.

Required

• Associate degree in electronics or equivalent.
• 3 to 8 years of combined technical field service experience (including time served as a Field Service Representative), or equivalent.
• Knowledge and experience in the service of surgical laser equipment.
• Valid driver's license and the ability to be insured for motor vehicle operation.
• Valid passport or the ability to obtain a passport.
• Ability to maintain security access clearance for travel requirements.
• Ability to operate job-related test equipment (oscilloscope, diagnostic testers, etc.).
• Working proficiency with remote diagnostic platforms, connected-device telemetry, and AI-assisted troubleshooting tools used to triage and resolve service calls.
• Competency in Microsoft Office products.
• Ability to read, analyze, and interpret technical procedures and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems in situations where only limited standardization exists, and to interpret instructions in written, oral, diagram, or schedule form.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Preferred

• Surgical laser field service experience.

The physical demands and work environment described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent standing, walking, and sitting.
• Occasionally lift and/or move up to 75 pounds.
• Vision abilities required include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasional exposure to outside weather conditions, moving mechanical parts, fumes or airborne particles, risk of electrical shock, and risk of radiation.
• Noise level is usually moderate.

Dornier MedTech America offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance (effective day one of employment)
• 401(k) retirement plan after 30 days
• FSA options
• Paid time off and company holidays
• Wellness programs
• Professional development and education support