Technical Support Specialist
About The Position
The Technical Support Specialist (TSS) is responsible for providing phone and technical support for the field personnel and external customers, service requirements for new products and introduction of new products into the field, product and process improvements, service documentation, and training of Field Service Engineers. The TSS works closely with colleagues from Customer Service, R&D, Product Engineering, Manufacturing, and Clinical Applications. The TSS works independently under stressful situations (time-pressure, expectations), understands the importance of customer satisfaction, and succeeds through dedication, enthusiasm, cooperation, technical capabilities and enabling a network of expert people within LENSAR.
Requirements
- Bachelor’s degree in engineering or equivalent in work experience.
- At least 3 years of in-house technical support or field support, engineering or manufacturing experience with high technology electrical/electronic products.
- Hands-on experience with electronic test equipment.
- Excellent problem-solving skills.
- Strong software skills (MS Office).
- Excellent communication, organizational, and customer relations skills.
- Ability to read and interpret documents such as engineering drawings, specifications, and procedures.
- The ability to travel internationally and domestically, as well as work occasional weekends.
- Ability to organize and prioritize multiple tasks with minimal supervision.
Nice To Haves
- Work experience with Medical Device manufacturer involving lasers and optics.
- Experience working with network configurations and components (Routers, extenders, access point, NIC’s, Network Attached Storage)
Responsibilities
- Provide phone support and technical assistance for LENSAR customers relating to any operational and/or performance issues or general questions/concerns of the LENSAR systems.
- Provide phone and technical support for field personnel to repair and maintenance the LENSAR systems located at customer sites.
- Provide service support for the development and release of new products and upgrades. This includes defining tooling, testing requirements, repair and installation procedures and pretesting system and procedures prior to release to the field.
- Proactive review of system 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 relevant parties.
- Define and develop service processes and training documentation.
- Assist in the training of further support staff.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
