Field Service Engineer

LENSAR • Austin, TX

2d • Hybrid

About The Position

The Field Service Engineer position has a primary responsibility to provide technical support for LENSAR customers (clinical and commercial), remotely, or on site as determined by machine status and customer requirements. This individual is responsible for proactive and reactive onsite management and the resolution of customer equipment issues both domestically and internationally. This position provides a conduit for feedback of ideas, systemic problems and user interface issues. The Field Service Engineer will be primarily a regional role domestically although some out of region and international travel will be required as part of the Field Service Engineer activities.

Requirements

• Bachelor’s degree in engineering or equivalent in work experience.
• At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products.
• At least 3 years work experience with Medical Device manufacturer involving lasers and optics.
• Hands-on experience with electronic test equipment.
• Strong software skills (MS Office).
• Excellent communication, organizational, problem solving, and customer relations skills.
• Ability to read and interpret documents such as Engineering drawings, specifications, and procedures.
• The ability to travel domestically and internationally and work occasional weekends.

Nice To Haves

• At least 3 years’ experience working with Medical Device manufacturer involving lasers and optics.

Responsibilities

• Provide repair and maintenance to the LENSAR systems located at customer sites.
• Answer customer calls, communicate with customer sites, and provide remote support when necessary.
• Identify parts needed for repairs and coordinate with internal departments for receipt of requested parts.
• Proactively review customer issues and trends based on historical data to ensure uptime of the machine is maximized and customer concerns with product performance and safety are quickly communicated to LENSAR and quickly resolved.
• An essential part of managing the customer concern is effective communication with the doctors and support staff.
• Assist in the development of service documentation, in conjunction with the in-house based team.
• Assist in identification and development of Field Service tools and test equipment.
• Assist in the training of further Support staff.
• Self-monitor and regulate one’s own schedule.
• Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital, healthcare system, etc.).

Benefits

• Annual bonus opportunity
• Company matched 401(k) plan with eligibility day one and immediate vesting
• Employee Stock Purchase Plan (ESPP) and other company equity programs
• Employer-sponsored comprehensive health plans- medical/dental/vision
• Employer-paid disability insurance
• Voluntary life insurance
• Generous company holiday schedule
• Paid time off program
• Company-wide paid shutdown during the holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level