Field Service Engineer - PNW

Acclaro Corporation•Seattle, WA

6d•Hybrid

About The Position

Acclaro Corporation is seeking an experienced and self-driven Field Service Engineer to support the continued growth of our business. This role functions as a hybrid office/field position, combining advanced technical service support, cross-departmental quality coordination, and leadership responsibilities. You will perform complex service activities on equipment, systems, and sub-systems at customer sites and at headquarters, with increased ownership of technical documentation, trend analysis, and training initiatives. The Field Service Engineer II serves as a key technical resource and works closely with Service, Software, Quality, and R&D teams to ensure exceptional service outcomes and continuous product improvement.

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.

Nice To Haves

Training experience or demonstrated capability to train others is a plus.

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.
Participate in quality control reviews, providing field-based insights and recommendations.
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.
Maintain excellence in customer interaction, both in person and over the phone.
Support onboarding and mentoring of Field Service Engineer I team members.
Serve as a trainer when needed, including potential international training responsibilities (e.g., UK) if resources are unavailable.
Contributes to the development and updating of technical support processes, knowledge bases, and training materials.
Complete physical inventory tasks as required.
Maintain company tools, fixtures, and test equipment in proper working conditions.
Adhere strictly to all company safety guidelines.
Follow all accounting and operational procedures for purchases, spare part ordering, car stock, and RMA processing.
Continuously build company and product knowledge.
Maintain a minimum of service recalls and support efficiency improvements within the service team.
Complete other tasks as assigned by management.