Field Service Engineer - Pleasanton, CA

Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. The company was founded in 2016 to address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast amounts of healthcare resources each year. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology. Are you ready to change the future of kidney stone treatment? We are seeking high achievers who want to be part of a dynamic team working in a fun, diverse atmosphere. Summary We're looking for a talented and customer-focused Technical Support Specialist to join our team. In this role, you'll provide support to both internal and external customers, helping them with technical issues, questions, upgrades, and the installation of medical equipment, including imaging devices and other essential tools. The ideal candidate will be skilled at troubleshooting and diagnosing technical problems quickly, minimizing downtime for our clients while upholding a high level of customer satisfaction. In This Role, You Will: Technical Support: Provide technical support and training to customers, both in-person and remotely, to ensure proper usage and maintenance of the equipment. On-Site Service: May travel to customer sites to perform installation, maintenance, upgrades, and troubleshooting of the company's medical devices, such as imaging boxes and other equipment. Preventive Maintenance: May conduct regular preventive maintenance checks on installed equipment to ensure optimal performance and prevent potential issues. Customer Relations: Maintain strong relationships with customers by providing timely and effective service, and acting as the face of the company in the field. Ensure customer satisfaction by addressing concerns and resolving issues promptly. Documentation: Maintain accurate records of all service activities, including work performed, parts used, and follow-up actions required. Troubleshooting & Problem Solving: Diagnose and resolve technical problems related to hardware, software, and connectivity issues. Implement solutions effectively to minimize equipment downtime. Compliance: Ensure that all service activities comply with regulatory and company safety standards, including proper handling of sensitive medical equipment. Field Feedback: Communicate customer feedback and field insights to internal teams (e.g., engineering, product development) to contribute to product improvements and customer service enhancements. Who You Will Report To: Director of Customer Service Requirements: Bachelor's degree in Engineering (biomedical, electrical or mechanical), life sciences, or healthcare (or equivalent experience). 3+ years of experience in a technical support role, preferably within the medical device or healthcare industry. Hands-on experience in trouble-shooting and servicing electronic or medical equipment, particularly imaging devices or similar technology. Strong troubleshooting and diagnostic skills with the ability to identify and resolve hardware and software issues. Excellent communication and customer service skills, with the ability to interact professionally with clients and internal teams. Ability to work independently, manage time effectively, and prioritize tasks to meet customer needs. Proficiency in SalesForce and Microsoft Office Suite. Willingness to travel to customer sites, including overnight trips. Valid driver's license and a clean driving record. Work location: Pleasanton, CA Travel: 25% Full time employment Must be able to lift 10 pounds, sit for up to 8 hours/day Compliance with relevant county, state, and Federal rules regarding vaccinations. What We Offer: At Calyxo, you will be part of a knowledgeable, high-achieving, experienced and fun team. You will work in a diverse work environment with experienced, proven leaders and have an opportunity to shape our company culture. You will experience constant learning and dynamic challenges to help you grow and be the best version of yourself. We also offer a compensation plan as follows: Competitive base salary ranging from $99,000 to $112,000 Stock options - ownership and a stake in growing a mission-driven company Employee benefits package that includes 401(k), healthcare insurance and paid time off Calyxo is deeply committed to fostering an environment where diversity and inclusion are not only valued but also prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways. Diverse viewpoints bring diverse capabilities, which strengthen our focus and fuel our growth. Calyxo is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Created: 2024-10-22