Field Service Engineer II (Andover, MA)

Position Overview

Field Service Engineer II (FSE II) is responsible for the installation, preventative maintenance, troubleshooting, and repair of the Tablo Dialysis System. Reporting to the Manager, Field Service, this role requires a foundation in engineering principles and the ability to apply them in real-world settings to ensure optimal system performance.

As a key representative of Outset in the field, the FSE II works closely with clinical staff and patients, delivering responsive and professional support. This role involves diagnosing issues, identifying root causes, and implementing effective solutions. The FSE II also collaborates with cross-functional teams—including Production, Engineering, Marketing, and Sales—and provides valuable feedback to R&D to support continuous product improvement. In addition to core service responsibilities, the FSE II may be asked to contribute to the development of training materials, standard operating procedures (SOPs), and other documentation to support team knowledge.

This role requires accurate documentation of service activities in alignment with Outset’s Quality Management System and careful management of company assets including tools, equipment, and inventory.

Extensive travel with the United States may be required, including overnight stays.

Essential Job Functions and Responsibilities

• Install, troubleshoot and repair Tablo Dialysis Systems at customer facilities or patient’s homes.
• Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
• Serve as a technical subject matter expert (SME) on the Tablo product, demonstrating deep product knowledge and supporting internal and external stakeholders.
• Deliver first and second level technical support to customers as needed, including after-hours, holiday, and weekend coverage.
• Accurately document all service activities, maintain spares inventory, and provide parts usage and failures within the ERP system.
• Complete all field service and expense reports according to functional standards.
• Support Marketing and Sales for seminars, trade shows, or demonstrations as required.
• Provide detailed feedback to R&D regarding performance, serviceability, and customer comments.
• Manage and maintain company assets required to perform all necessary job functions.
• All other duties as assigned.

Required Qualifications

• Associates degree (Electrical, Electronics, Mechanical or Fluidics) recommended or military equivalent.
• 5+ years Field Service/Industry experience required.
• Knowledge of electronic, mechanical, and fluids components.
• Must have valid driver’s license, good driving record, and have own methods for transportation until an Outset Medical fleet car is provided.
• Ability to charge travel expenses on a personal credit card to be reimbursed by the company.

Other Skills / Abilities:

• Ability to travel extensively within the United States, primarily by car, including overnight stays, as required by business needs.
• Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams and flowcharts.
• Excellent communication skills with the ability to interact with customers, patients, and internal team members.
• Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
• Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
• Computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
• Proper mobility techniques to perform physical activities such as standing, walking, climbing, stooping, kneeling, and crawling.
• Exposure to blood borne pathogens and/or hazardous materials possible.
• Routinely lift and/or move up to 75 pounds.

Mission Critical Competencies:

1. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
2. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
3. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
4. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
5. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.