Field Service Engineer responsible for installing and maintaining imaging equipment in healthcare. Provides exceptional customer service and collaborates with regional teams in the diagnostic imaging sector.
About the role
- Field Service Engineer providing technical service and support for laser systems at Acclaro Corporation. Collaborating with cross-departmental teams to ensure product quality and customer satisfaction in a hybrid role.
Responsibilities
- Repair, test, calibrate, and install laser systems, sub-systems, and sub-assemblies during field visits, dispatches, or at head office.
- Diagnose and resolve complex equipment issues, escalating to R&D or Software teams as needed.
- Identify potential risks impacting project timelines, equipment functionality, or customer satisfaction.
- Create high-quality technical service documentation, including procedures, troubleshooting guides, and service bulletins.
- Prepare and maintain detailed service records with a high level of accuracy.
- Conduct trend reporting and analysis related to service component failures and recurring issues.
- Serve as a liaison between Service, Software, Quality, and R&D teams to ensure effective communication and alignment on product and service improvements.
- Provide professional, courteous, enthusiastic, prompt, and skilled technical service to Acclaro customers.
- Deliver on-site technical support for customer training, workshops, and industry events.
- Monitor customer accounts, ensuring high levels of satisfaction and timely issue resolution.
- Support onboarding and mentoring of Field Service Engineer I team members.
Requirements
- Bachelor’s degree in Electronics, Laser Technology, Engineering, or equivalent experience required.
- Minimum 2–4 years of field service experience, preferably in a laser, medical device, or industrial equipment environment.
- Ability to work flexible shifts and adapt to changing work schedules.
- Approximately 75% travel required, including overnight travel; international travel a strong plus.
- Experience with technical writing, service documentation, or creation of technical procedures preferred.
- Familiarity with computers, DOS, Word, Excel, and Salesforce.
- Strong understanding of optics, electronics, cooling systems, power supplies, and laser systems.
- Strong customer service skills and ability to communicate effectively and tactfully.
- Ability to work independently and prioritize multiple assignments.
- Demonstrated analytical abilities, especially regarding trend identification and root-cause analysis.
- Training experience or demonstrated capability to train others is a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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