Field Service Engineer (Ohio)

Cutera-Inc; Brisbane (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

Cutera-Inc is seeking a Field Service Engineer to provide expert service on advanced laser and optical systems across the territory. You will ensure system performance, train customers on operation and maintenance, and collaborate with sales, engineering and support teams to deliver outstanding care.

The role requires a strong electronics background, 4+ years of troubleshooting experience, and willingness to travel extensively to KOLs, dermatologists and clinics.

Qualifications

• Bachelor of Science or Associate degree in Electronics, Laser Technology, or a closely related field.
• 4+ years of experience in electronic system troubleshooting; laser experience preferred.
• Excellent customer service skills and professional communication.

Responsibilities

• Provide professional, courteous technical service to Cutera customers.
• Document all service activities in compliance with FDA requirements.
• Travel ~80% and coordinate with dispatch and field engineers to service devices across multiple locations.
• Update software/firmware as required and support upgrades or new purchases.
• Promote service contract revenue and complete RMAs and expense reports promptly.

Skills

Electronics troubleshooting

Laser technology

Customer service

Communication

Teamwork

Education

BS or AS in Electronics or Laser Technology

Job description

Regional Overview and Travel Requirements:Travel: ~80% including overnightsReports to: Regional Service ManagerPosition Summary:At Cutera, we know that a company's success starts with its employees. We also know that an individual's happiness depends on being in the right career opportunity with room to grow! We are seeking a passionate, driven Field Service Engineer, to take outstanding care of our customers. This involves providing service support on a broad range of technologies including sophisticated laser and optical delivery systems, radiofrequency, and CO2 devices. The ideal candidate would have a strong electronics background and field experience. This exciting position interacts with sales, technical support, engineering, clinical, and marketing.The individual will contribute to the support of our customers by servicing existing and new medical technologies/applications. These systems will be located at KOLs, dermatologists, plastic surgeons, and other practitioners throughout the territory.Duties and Responsibilities:Provide outstanding professional, courteous, prompt and skilled technical service to Cutera customers.Responsible for the operational quality of the system and instructing customers on the operation and maintenance of the system.Responsible for documenting all service activities in compliance with FDA requirements.Ability to work closely as a team member with the dispatch call center group and other Field Service Engineers. Manage call schedule to best serve customer needs.Develop resolutions to critical troubleshooting problems; resolve complex issues in creative and effective ways.Use people and technical skills to make the customer interactions a positive, pleasant and memorable experience.Work closely with Area Sales Manager and direct Manager to identify customers for upgrades, new purchases, contracts, and additional customer training.Identify error codes, re-occurring problems, or odd troubleshooting solutions to direct Manager and R&D to solve problems and directly contain department material expenses and company costs.Ability to flash update software and firmware.Act as company liaison with the customers on customer care and technical matters with in-house administrative and manufacturing personnel.Continually promote service contract revenue.Timely submission of RMAs, closing calls, and expense reports necessary.Other duties as assigned.Minimum Requirements and Qualifications:BS or AS in Electronics, Laser Technology or equivalent Field or military experience is required with a minimum of 4+ years of experience in electronic system troubleshooting. Laser experience preferred.Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.Enhanced knowledge and understanding of optics, electronics, and mechanic principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.Ability to travel long distances on short notice required.Requires scheduling of flights and rental cars to ensure prompt arrival in different cities and different customer locations.Ability to cover occasional travel, lodging and incidental expenses on personal credit card. (Legitimate expenses reimbursed through expense report submission twice monthly.)Must be able to lift 50 lbs.Demonstrated commitment to quality and strong sense of teamwork.Excellent communication skills.