Job Description

MediView is building the future of surgical guidance and navigation with Augmented Reality (AR) and Artificial Intelligence (AI). The Field Service Technician is a hands-on, customer-focused technical expert responsible for providing on-site support, equipment maintenance, and troubleshooting to ensure peak performance of MediView systems.This role collaborates closely with Customer Success, Engineering, Commercial, and Operations to deliver a best-in-class service experience.

DUTIES AND RESPONSIBILITIES:

• Deliver exceptional customer service through professional communication and timely resolution of technical issues.
• Perform installation, troubleshooting, repair, software/hardware upgrades, and preventative maintenance of MediView systems.
• Schedule and complete service calls independently, including warranty repairs, field upgrades and equipment installations.
• Document service activities accurately using internal systems (e.g., CRM, Greenlight Guru, Azure).
• Collaborate cross-functionally to align service practices with company standards and ensure regulatory compliance.
• Maintain appropriate levels of tools, parts, and documentation for service activities.
• Support hospital credentialing and follow all safety protocols and facility procedures.
• Identify and relay potential sales opportunities and customer feedback to internal teams.
• Assist with scheduling service requests and managing parts returns and warranty tracking.
• Contribute to continuous improvement by updating FAS content and capturing service trends.
• Performs all other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience –

• Bachelor’s degree preferred.
• Minimum of 7 years of relevant experience preferred, including 5 years in electrical/mechanical/technical service role.
• Prior experience in biomedical service, military technical training, or formal certification will be considered.

Skills –

• Strong troubleshooting ability and customer service mindset.
• Excellent communication skills – verbal, written, and interpersonal.
• Proficient in Microsoft Office and common business software systems.
• Ability to manage priorities independently in a fast-paced, evolving environment.

Other Requirements –

• Valid driver’s license required, passport preferred.
• Willingness to travel up to 50%, including potential international trips. Overnight stays, extended hours, or weekend support will likely be necessary.
• Experience and ability to work in a fast-paced, tech startup environment where change is a constant and roles and tasks can be ambiguous at times.

PHYSICAL DEMANDS:

Must be able to lift up to 50+ lbs. and maintain physical activity typical of field service roles. The employee will occasionally be required to stand for extended periods of time as well as walk and stoop, kneel or crouch.

WORK ENVIRONMENT:

May be in clinical or hospital environments where health may be at risk due to exposure from patients that may have infectious diseases.

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