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Field Service Engineer

4 months ago

San Francisco, United States Cutera Full time

Job Description

Regional Overview and Travel Requirements:

Must reside in:

San Francisco, CA (or surrounding areas)

Region covers but not limited to:

Bay Area and surrounding territories

Travel:

~80% including overnights

Reports to:

Regional Service Manager

Position Summary:

At Cutera, we know that a company's success starts with its employees. We also know that an individual's happiness depends on being in the right career opportunity with room to grow We are seeking a passionate, driven Field Service Engineer, to take outstanding care of our customers. This involves providing service support on a broad range of technologies including sophisticated laser and optical delivery systems, radiofrequency, and CO2 devices. The ideal candidate would have a strong electronics background and field experience. This exciting position interacts with sales, technical support, engineering, clinical, and marketing.

The individual will contribute to the support of our customers by servicing existing and new medical technologies/applications. These systems will be located at KOLs, dermatologists, plastic surgeons, and other practitioners throughout the territory.

Duties and Responsibilities:

Provide outstanding professional, courteous, prompt and skilled technical service to Cutera customers.

Responsible for the operational quality of the system and instructing customers on the operation and maintenance of the system.

Responsible for documenting all service activities in compliance with FDA requirements.

Ability to work closely as a team member with the dispatch call center group and other Field Service Engineers. Manage call schedule to best serve customer needs.

Develop resolutions to critical troubleshooting problems; resolve complex issues in creative and effective ways.

Use people and technical skills to make the customer interactions a positive, pleasant and memorable experience.

Work closely with Area Sales Manager and direct Manager to identify customers for upgrades, new purchases, contracts, and additional customer training.

Identify error codes, re-occurring problems, or odd troubleshooting solutions to direct Manager and R&D to solve problems and directly contain department material expenses and company costs.

Ability to flash update software and firmware.

Act as company liaison with the customers on customer care and technical matters with in-house administrative and manufacturing personnel.

Continually promote service contract revenue.

Timely submission of RMAs, closing calls, and expense reports necessary.

Other duties as assigned.