Hyperfine | AI-Powered Portable MRI · 4 weeks ago
Field Service Engineer - Florida
United States
Full-time
Hybrid
Mid Level
$88K/yr - $115K/yr
3+ years expHyperfine, Inc. is a groundbreaking health technology company that has redefined brain imaging with the Swoop® system. The Field Service Engineer is responsible for the deployment, maintenance, and technical support of medical imaging systems, ensuring high levels of customer satisfaction and effective collaboration with cross-functional teams.
Medical Device
No H1B
Responsibilities
Provide remote and on-site technical support for installation, deployment, maintenance, troubleshooting, and repair of medical device systems
Serve as the main point of contact for customers, ensuring timely responses and resolutions within defined SLAs while maintaining high customer satisfaction
Monitor incoming support requests across multiple channels and document all actions, communications, and resolutions accurately in our Salesforce CRM
Maintain all tools and spare parts (FRUs) in good working condition. Accurately document proper use and ensure calibration frequency/requirements
Diagnose and resolve hardware, software, network, and configuration issues; support end-to-end system usability
Develop a deep understanding of product functionality including UI, hardware, software, cloud systems, MRI basics, and authentication tools
Create, test, and update troubleshooting workflows, upgrade instructions, knowledge articles, technical documents, and service procedures
Address a wide range of case types, including configuration and turn-up, hardware/RMA replacement, feature questions, training needs, safety/regulatory issues, and enhancement requests
Collaborate closely with cloud engineering and network architecture teams to identify and resolve cloud, connectivity, and optimization issues
Support hospital system integrations such as PACS, RIS, MWL, and cloud-based workflows
Ensure secure network access by following and enforcing network policies and access controls
Utilize tools such as Salesforce, JIRA, Elastic/Kibana, and AWS for case tracking, monitoring, and troubleshooting
Maintain compliance with QMS processes; complete required training and participate in internal and external audits
Build and maintain positive working relationships with customers, clinical teams, system users, and internal stakeholders
Contribute to the development of service infrastructure, including processes, documentation, and tools. Help build and support the team as needed. Participate in setting and achieving quarterly and annual OKRs/goals
Provide customer demos and training sessions for end users, distributors, and internal teams
Looking for opportunities to improve processes or product lines. Work with internal teams to drive efficiencies whenever possible
Participate in a rotating on-call schedule, including evenings and weekends
Travel domestically and internationally as required (~50-75% travel). Travel may be required without much notice. Ideal candidates live near a major airport and has a valid drivers license and passport
Qualification
Required
Bachelor's degree in Engineering, IT, Computer Science, or related field, or equivalent experience
3+ years of experience installing, troubleshooting, repairing, or calibrating complex systems (medical devices preferred)
1+ years of Unix/Linux experience
2+ years of networking experience (Ethernet, DHCP, Wi-Fi, WPA2)
Hardware fault isolation, component replacement, and system-level troubleshooting
Software diagnostics, upgrades, logs analysis, and replication of system issues
Strong case management, including problem definition, data collection, action planning, and follow-up
Experience with hospital integration workflows (PACS, RIS, MWL, cloud)
Strong communication skills: written, verbal, and presentation
Ability to travel up to 75% of time via vehicles, train, and air (including overnight stays in a hotel) to customer sites, events, and meetings
Must live within ~60 minutes of a major commercial airport with frequent regional and national flights
Ability to use standard office and technical equipment; lift 50 lbs
Availability for nights, weekends, holidays, and on-call duty as business needs require
Obtain and pass all requirements that may be needed for different vendor credentialing companies
Applicants must be authorized to work for ANY employer in the U.S
Preferred
Familiarity with tools such as Salesforce, JIRA, Elastic/Kibana, MS office, and AWS
Benefits
Participate in Hyperfine's corporate bonus and equity plans
Company
Hyperfine | AI-Powered Portable MRI
The Swoop® system brings MR brain imaging within reach.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Maria Sainz
President & CEO
Matthew Rosen
Co-Founder
Recent News
Medical Product Outsourcing
2025-09-05
Company data provided by crunchbase