Assures optimum equipment uptime for customer/distributors by quickly responding to customer reported problems and managing their expectations via phone and email.
Provide technical support to customers and filed engineers who are diagnosing, troubleshooting and repairing products. • Provides feedback to R&D engineering, operations and management and outstanding support for customer satisfaction and resolve customer issues in a positive and supportive manner. • Provide training to lower level technicians, field service engineer, and customer engineers • Follows new product development project from the concept to EOL (End of Life) providing technical reviews, testing, and release readiness transition support for service. • Develops and maintains service oriented documentation such as SOP’s (Standard Operating Procedure), Field Service Bulletins, installation manual and service manual. • Reviews and approves ECO’s
Education & Experience: • AS in Electronics, Biomed • 5+ years of experience Field Service experience in Medical Laser Industry • Medical device experience • Experience with FDA regulations
Knowledge, Skills, and Abilities: • Excellent communication skills for customer interaction as well as ability to use computer applications (MS office, Outlook) • Possess problem solving skills, strong digital/analog skills, and ability to troubleshoot in a logical manner • Ability using laser power meters, DVM (Digital Volt Meter), Oscilloscope, and hand tools • Self-starter and independent with ability to manage/coordinate travel for service calls • Ability to travel overnight domestically, or multiple nights, and possibly internationally