Field Service Engineer

Cynosure, Inc.; Westford, Northern (MA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Cynosure, Inc. is seeking a Field Service Technician to perform on-site service and support for laser medical equipment. The role involves installation, calibration, troubleshooting, and preventive maintenance at customer sites or service centers in the region.

The ideal candidate has 2–5 years of field service experience with medical electronics, and a strong ability to work independently while delivering excellent customer service.

Qualifications

• Bachelor’s degree or 3 years equivalent in electronics or related field.
• 2–5 years field service experience in medical electronics equipment.
• Experience troubleshooting medical devices in clinical settings preferred.

Responsibilities

• Repair, test, calibrate and install laser systems and sub-assemblies at customers or service centers.
• Maintain accurate service records and report issues to supervisor.
• Provide on-site technical support to customers and workshops/shows as needed.
• Interact with customers and monitor accounts; support remote service days when applicable.
• Handle inventory, spare parts, and adherence to safety procedures.
• Build strong customer relations and continually expand product knowledge.

Skills

Laser experience

Electronics

Customer service

Independence

Education

Bachelor’s degree in Electronics

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

The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

• 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)