Field Service Engineer

Cynosure Inc; Westford (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

Cynosure Inc. seeks a field service technician to support laser systems and sub-assemblies at customer sites or service centers. You will repair, test, calibrate and install equipment, report issues to supervision, and maintain complete service records.

This role provides on-site and remote technical support, requires independent work, travel to customer sites (up to 50%), and strict adherence to safety procedures while upholding excellent customer relations.

Qualifications

• Bachelor’s degree is equivalent to three (3) years of experience
• Specific Area of Study: Electronics or related field
• 2 to 5 years relevant experience
• Field service experience in troubleshooting medical electronics equipment in medical device industry

Responsibilities

• Repair, test, calibrate and install laser systems, sub-systems and/or sub-assemblies
• Report to supervisor and/or senior technician any potential problems which could impact timely completion of assigned tasks, equipment shortcomings and more complex equipment problems
• Maintain complete and accurate service records
• Interact with customers and monitor accounts
• Provide on-site technical support to customers as required
• Provide on-site technical support for workshops and/or shows
• Provide technical support and business guidance remotely through call center on non-scheduled service days.
• Complete physical inventory when asked
• Maintain and manage remote service center (if applicable)
• Maintain company assigned vehicle, tools, fixtures and test equipment in satisfactory condition.
• Adhere to company guidelines regarding safety procedures
• Continually develop positive relations within sales and service team
• Continually develop company and product knowledge
• Continually develop, exercise and maintain excellent customer relations skills
• Adhere to company policies and accounting procedures for purchases, ordering of spare parts, van stock, and prompt return on all RMA’s
• Perform product alignment and certification to specification
• Maintain a minimum of service recalls
• Completion of other various tasks as assigned by management
• Embody and deliver the “Exceptional Everyday”

Skills

Technically oriented with hands on

DOS

Excel

Independent work

Education

Bachelor’s degree is equivalent to three (3) years of experience

Electronics or related field

Tools

Job description

Job Summary

Responsible for performing customer support activities for equipment, systems and sub-systems at customers office or at a service center.

Essential Duties and Responsibilities

• Repair, test, calibrate and install laser systems, sub-systems and/or sub-assemblies
• Report to supervisor and/or senior technician any potential problems which could impact timely completion of assigned tasks, equipment shortcomings and more complex equipment problems.
• Maintain complete and accurate service records
• Interact with customers and monitor accounts
• Provide on-site technical support to customers as required
• Provide on-site technical support for workshops and/or shows
• Provide technical support and business guidance remotely through call center on non-scheduled service days. (if applicable)
• Complete physical inventory when asked
• Maintain and manage remote service center (if applicable)
• Maintain company assigned vehicle, tools, fixtures and test equipment in satisfactory condition.
• Adhere to company guidelines regarding safety procedures
• Continually develop positive relations within sales and service team
• Continually develop company and product knowledge
• Continually develop, exercise and maintain excellent customer relations skills
• Adhere to company policies and accounting procedures for purchases, ordering of spare parts, van stock, and prompt return on all RMA’s
• Perform product alignment and certification to specification
• Maintain a minimum of service recalls
• Completion of other various tasks as assigned by management
• Embody and deliver the “Exceptional Everyday”

Qualifications

Education

Bachelor’s degree is equivalent to three (3) years of experience

Specific Area of Study: Electronics or related field

Experience

2 to 5 years relevant experience

Specific Related Experience: Field service experience in troubleshooting medical electronics equipment in medical device industry.

Skills

• Technically oriented with hands on Laser technical experience preferred
• Familiarity with computers, DOS, Word and Excel
• Working knowledge of customer needs in a medical environment
• Ability to work independently

Physical Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sit; use hands to finger, handle or feel objects, tools, or controls.
• Stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• Lifting/pushing/pulling and carrying products weighing up to 50 to 75 pounds
• Other (please specify) Overnight travel up to 50% (if applicable); May require International travel (if applicable)