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Field Service Engineer


Key Responsibilities:

  • Act as an expert in the field, developing resolution to critical issues; resolve complex issues in creative and effective ways.
  • Manipulate and manage schedule (s) to best serve customer needs and gaps.
  • Pro-active in finding methods to improve reliability/ manufacturing/engineering and share with Management and the department.
  • Work closely with ASM and RSM to identify customers for upgrades, new purchases, and additional customer training. CC Manager on all leads.
  • Identify error codes and re-occurring problems, or odd troubleshooting solutions to direct supervisor and R&D to solve problems and directly contain department material expenses and company costs. Send e-mails with detailed photos identifying problems.
  • Provide professional, courteous, prompt and skilled technical service to customers.
  • Responsible for schedule board maintenance and proactive scheduling.
  • Use communication and technical skills to make the customer interaction a pleasant and memorable experience.
  • Responsible for service repairs and maintenance of aesthetic laser equipment, as well as participating in software validation & verification.
  • Responsible for the operational quality of the system and instructing customers on the operation and maintenance of the system. (Service sheet)
  • Act as company liaison with customers on administrative and technical matters with in- house dispatch group and manufacturing personnel.
  • Receives extensive technical training on overall theory of operation, optimization, maintenance and troubleshooting of Lasers from manufacture.
  • Responsible for documenting all service activities in compliance with FDA requirements.
  • Continually promote service contract revenue, new products.
  • Timely submission of RMAs, closing calls, and expense reports (meeting company guidelines). Minimum supervision required here.

Position Requirements:

  • BS or AS in Electronics, Laser Technology or equivalent is required with a minimum of 3+ years of experience in electronic system troubleshooting.
  • Senior-level 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 and cross territories (When required) on short notice required.
  • Requires scheduling of flights and rental cars to ensure prompt arrival in different cities and different customer locations.
  • Be able to travel up to 85% domestic and/ or international with on short notice