Field Service Technician - Bethleham PA

Field Service Technician - Bethlehem PA

Bethlehem, PA 18015

Overview

Position Type Full Time Job Shift Any

Position Summary

Why Join VERO Biotech?

Our Mission: At VERO Biotech, our mission is to improve the lives of patients by developing innovative technologies that support critical care and respiratory therapy through inhaled nitric oxide delivery in the acute care hospital setting or wherever nitric oxide treatment is needed. We strive to exceed customer expectations in terms of safety, efficacy, and value by focusing on the science, development, and commercialization of our innovations.

As a Field Operations Technician, you'll work in a dynamic environment where your operational insights and leadership will directly impact on how we bring our innovations to the marketplace. You'll have the opportunity to work cross-functionally, shape field service strategy, and drive measurable results while contributing to meaningful patient outcomes.

Position Summary The Field Operations Technician plays a critical professional role in the strategic deployment, operational management, and financial performance of VERO Biotech's two nitric oxide delivery systems across clinical environments. This position combines advanced technical expertise with independent decision-making and serves as the primary operational liaison between Respiratory Specialists, distribution partners, and key customer accounts. In this role, the Field Operations Technician will safely manage the local service requirements for nitric oxide delivery devices, a medical device unit, to minimize the interruption of supply to hospital customers and their patients. The Field Operations Technician will go on-site to customers location(s) to troubleshoot and repair device issues, providing critical customer service support and will also be directly involved in the start-up or onboarding of new customers, product replenishment deliveries and replacement device deliveries. This role will be operated under minimal supervision, reporting to an off-site manager. As a Field Operations Technician, you will directly influence service excellence, operational efficiency, financial outcomes, and the successful execution of VERO Biotech's strategic objectives for high-value accounts. Essential Duties and Responsibilities

Directly supports the day-to-day performance of equipment maintenance and service levels to customers Fully understands the medical devices and can troubleshoot, resolve, and repair issues Frequently travels to customer sites, presenting professionally and interacting daily with hospital staff regarding devices, managing technical device issues, and customer concerns Maintains professional presentation and adheres to all internal and external site safety policies, procedures, and regulatory requirements Performs accurate documentation utilizing internal device/system logs and understanding device/system settings improvement initiatives in accordance with GDP and regulatory expectations Performs monthly maintenance, calibration, and sensor changes as necessary, adhering to all manufacturer guidelines Maintains all regulatory and required company documentation for device maintenance, deliveries, and shipments Coordinates packing and shipment of devices that require off-site maintenance Coordinates ordering of new and replacement devices as necessary to minimize customer downtime for device maintenance Maintains sufficient inventory to meet customer needs and maintains sufficient parts inventory for device repair Delivers orders of Noxivent cylinders to customers Coordinates equipment deployments for evaluations, demonstrations, and onboarding, providing strategic operational guidance to sales and clinical partners, ensuring inventory and equipment is delivered, unpackaged, and set up on time at customer sites Receives incoming calls during off-shift hours from customers (i.e. on-call) which may require on-site visits to customers to resolve issues immediately Plan and execute software updates, system enhancements, and field-based quality activities in alignment with regulatory and internal standards Review device performance and utilization data in conjunction with account teams to identify trends, recommend improvements, and support continuous operational improvement Collect monthly usage data from devices deployed at customer sites Other duties as assigned

Qualifications

High School Diploma or GED required; associate or technical degree preferred Good driving record required Minimum of one year of equipment repair experience; Certified Biomedical Equipment Technician (CBET) certification preferred. Minimum of one year of experience in a customer-facing and/or customer service role preferred Basic computer skills required Strong communication skills, including written communication

Supervisory Responsibilities

N/A

Competencies

Comfortable in a fast-paced environment handling multiple tasks and projects Able to organize and manage large amounts of files, tasks, schedules, and information. Energetic and eager to tackle new projects and ideas. Must be a team player Comfortable interacting with individuals at all levels of the organization and across multiple sites. Demonstrated ability to exercise independent judgment, prioritize complex tasks, and manage operational demands across a multi-site territory. Strong communication and interpersonal skills with the ability to influence and collaborate across internal and external stakeholders. Proficiency with Microsoft Office Suite and comfort working with digital tools, data, and reporting systems.

Physical Demands and Work Environment

Able to travel 75% +/- of the time (limited overnight and out-of-region travel) Ability to meet credentialing requirements, work in clinical or manufacturing environments, stand or walk for extended periods, and lift/move moderate loads (5070 pounds). Weekend work may be required based on operational needs. Able to bend, stoop, squat, and lift numerous times daily