Field Services Engineer

Candela Corporation; Camden Town; On-site; GBP 30,000 - 40,000; Full time

Job summary

A medical technology company in Camden Town seeks a skilled technician for customer service and technical support. The candidate should have over 3 years of relevant experience, especially in servicing laser devices. The role includes responsibilities like repairs, calibration, and potentially up to 80% travel. Competitive salary and benefits, including a company vehicle and training, are offered.

Benefits

Competitive annual salary

Pension after qualifying period

Fully expensed company vehicle

Full in-house training on technology

Qualifications

• Proven customer service experience.
• 3+ years experience in a field service role.
• Experience in servicing laser/Ipl devices.
• PC literate with a familiarity of controls systems.

Responsibilities

• Provide market leading customer service and technical support.
• Repair, test, calibrate and install devices.
• Support the corrective actions process by providing feedback.
• Promote additional services and products actively.

Skills

Customer service experience

Field service experience (Electronic/Electrical/Cooling/Mech-a-tronics)

Laser optics alignment

Diagnosis of HV electrical components

Diagnosis of electronic components

Education

Degree or HND in Electronics / Electronic Engineering

Tools

Office 365 suite

Job description

Overview

As part of the Customer Service Team, you will be at the frontline of the business. Ultimately your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Candela product range. Specifically, providing comprehensive technical customer service support for the business, providing support and feedback on technical field issues, complaints and early warnings to drive manufacturing improvements, reliability and serviceability. Basic Function

Responsibilities

• Provide market leading customer service and technical support to all our customers across all of Candela's product range.
• Repair, test, calibrate and install, all devices within the Candela product range.
• Support the corrective actions process by highlighting customer issues and needs, providing feedback on product / parts failures.
• Provide remote technical support to customers as and when required.
• Actively promote Candela's additional services and products.
• As part of the role some overnight travel may be required with occasional EU travel for training purposes.
• Work with the customer service team to improve customer satisfaction, service efficiency and business profitability.
• Seek to reduce service costs by ensuring:
• Reduction in parts usage
• Maintaining correct parts stock levels
• Focus on high first-time fix rate
• Minimising the need for return visits
• Reducing downtime and improving efficiencies
• Providing accurate and timely service visit reports

Essential

• Proven customer service experience
• 3+ Years experience in a field service role for multi system devices (Electronic/Electrical/Cooling/Mech-a-tronics)
• Experience in a laser or intense pulse light servicing role with direct experience of the service and repair of laser / IPL devices, including:
• Alignment of laser optics
• Diagnosis of HV electrical components
• Diagnosis of electronic components

Desirable

• Degree or HND in Electronics / Electronic Engineering
• Experience with Aesthetic / Medical laser devices
• Fibre and Articulated Arm laser delivery systems
• Experience of working in a clinic / hospital environment

Additional Requirements

• PC literate with a familiarity of controls systems and Office 365 suite.
• Continually develop knowledge of laser equipment for medical & aesthetics.
• Self-started, motivated, organised.
• Adhere to company guidelines and procedures regarding health and safety.
• Adhere to company policies and procedures for service and maintenance of products.
• Flexibility, professionalism and a high degree of integrity when working on client machines.
• Ability to work independently to a very high personal standard.
• Communicate and share knowledge with clients and amongst fellow engineers.
• Must be able to lift items up to 30 kilos.
• Willingness to travel 80% of their time.

Benefits

• Competitive annual salary, dependent on specific experience.
• Pension (after qualifying period)
• Fully expensed company vehicle (with personal use option)
• Full in-house and manufacturer training on both Ellipse Medical, Syneron and Candela medical and aesthetics technology.