Field Service Engineer

Unternehmensbeschreibung

This role is based in Switzerland

With Growth Comes Opportunities! We Are Growing!

About Cutera : Cutera is a leading global aesthetics device company with a comprehensive product portfolio and a global distribution footprint.

We are a fast-paced, high-tech medical device company looking for the right person to help grow our business and reap the rewards of doing it! We hire the best people and provide them the best comp and benefits to help improve their lives. Read more at

Our Company’s technology enables physicians to provide advanced solutions for a broad range of medical aesthetic applications including improving the skin’s appearance through the treatment of superficial benign vascular and pigmented lesions, hair removal, improvement in skin laxity and wrinkles, and body contouring and sculpting.

The successful candidate will have the opportunity to work with innovative, best-in-class laser and body system technology with a variety of customers within the aesthetics industry.

Stellenbeschreibung

Position Summary :

Reporting to the Regional Sales Manager with a dotted line to the Operations Service Manager, Europe the Field Service Engineer is responsible for ensuring that all requirements to support Service needs are met on a daily basis and in a timely manner.

The role of the Field Service Engineer is to offer proficient hands-on technical assistance in all areas of product installation, basic customer instruction, maintenance, problem-solving, and customer service on behalf of the company's products.

The primary goal is to deliver highly competent, effective, and focused support solutions to the customer base. This will help achieve maximum customer satisfaction and uphold the professional image of the company.

ACTIVITIES AND RESPONSIBILITIES

This role will incorporate but not be limited to the following :

• Managing the region with respect to daily activities, training requirements and on-site visits
• Manipulate and manage schedule (s) to best serve customer needs and gaps.
• Act as an expert in the field, developing resolution to critical issues, troubleshooting problems; resolve complex issues in creative and effective ways.
• Pro-active in finding methods to improve reliability / manufacturing / engineering and share with Management and the dept.
• Work closely with the Country Sales Managers and Distributor Managers to identify customers for upgrades, new purchases, and additional training requirements.

Effectively communicate customer needs to sales and application specialists.

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

Send emails with detailed photos identifying problems.

Provide professional, courteous, prompt and skilled technical service to Cutera customers. Responsible for planned maintenance and proactive scheduling.

Manage call schedule to best serve customer needs. Coordinate with Operations Service Manager to ensure effective planning, organization, delivery and reporting of service activities.

• Use people and technical skills to make customer interaction a pleasant and memorable experience. Manage communication with customers through email and telephone to ensure satisfactory resolution and follow-up (response time).
• Responsible for service repairs and maintenance of aesthetic laser equipment, as well as participating in software validation & verification.
• Responsible for the operational quality of the system and instructing customers on the operation and maintenance of the system. (Service sheet).
• Act as company liaison with customers on administrative and technical matters with in-house dispatch group and manufacturing personnel.

Effectively communicate customer needs to sales and application specialists.

• Responsible for documenting all service activities in compliance with FDA requirements. Maintain accurate logs, equipment performance data, service records, and parts usage software (SalesForce).
• Continually promote service contract revenue, new products.
• Timely submission of RMAs, closing calls, and expense reports (meeting company guidelines). Minimum supervision required here.

Travel Requirements :

Ability to travel extensively and cross territories (when required), sometimes at short notice.

Qualifikationen

• BS or AS in Electronics, Laser Technology or equivalent is required with a minimum of 5 years of experience in electronic system troubleshooting.
• Enhanced knowledge and understanding of optics, electronics, and mechanic principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
• Previous experience in a medical environment is a plus but not required.
• Senior-level customer service skills, positive attitude, and ability to communicate with others clearly and tactfully.

Strong customer orientation.

• Excellent communication skills, both written and verbal.
• Time-management and organisational skills.
• A proactive attitude must be flexible and adaptable to support the role requirements.
• Good computer literacy, standard operating systems + MS Office.
• Requires scheduling of flights and rental cars to ensure prompt arrival in different cities and different customer locations.
• Business proficiency in English + Additional EU language(s).
• A current driving license.
• No visa restriction preventing travel and work in the EU (+USA).

Zusätzliche Informationen

All your information will be kept confidential according to EEO guidelines.