Providing an effective field service is one of the key responsibilities of medical device companies.
Traditionally, field service agents have been technical support staff with little to no background in medical sciences. Today, however, there is an increasing trend toward incorporating nursing staff, particularly nurse educators, in medical device field service.
Any industry thrives on customer satisfaction, and this applies equally to medical device companies. For medical device companies, customers are typically healthcare professionals who are fully satisfied only when they are able to use a device correctly and to its maximum efficacy, and can summon support to troubleshoot problems as soon as they crop up. Hence, the need for a reliable and readily available field service that can handle problems related to medical devices quickly.
What is expected from a traditional field service?
Field service is required after the sale of medical devices and field staff from the medical device company visit customer premises—usually a hospital or clinic—for this purpose. The general expectations from a field service are: