Senior Field Services Engineering Tech Aesthetic Medical Device Los Angeles, CA

Role Summary

The Senior Field Service Engineering Technician provides advanced technical support for Solta Medical systems through on-site service and remote troubleshooting. This remote role ensures optimal system performance and customer satisfaction by performing installations, maintenance, and repairs, while also supporting escalations and field analysis. The position partners closely with Product Support, Depot, and Engineering teams to drive service quality and continuous improvement.

Responsibilities

• Follow documented Field Service Procedures
• Use diagnostic tools, service aids, service documents and log files to troubleshoot, test and repair medical equipment (laser, RF and ultrasound).
• Provide technical expertise for servicing Solta Medical equipment.
• Provide on-site field service including product installation, maintenance, upgrades, and repairs.
• Use proprietary software tools to review system log files for error evaluation, system troubleshooting, and field analysis.
• Use escalation process to inform Service Manager of unresolved issues and suggest performance improvements.

• Assist with service calls and email from customers, distributors, and internal personnel.
• Provide customer, distributor, and/or third-party training as necessary.
• Draft, maintain and train to service procedures and process documentation to support consistent field execution and compliance.
• Conduct technical and procedural training for third-party repair personnel and distributors to ensure proper service and maintenance of Solta systems.

• Manage parts and scheduling in the territory for timely service parts shipments.
• Maintain trunk stock parts inventory and replenishment to comply with established operating standards.
• Work with third-party service consultants for territory coverage of service repairs.

• Utilize Salesforce and ServiceMax to accurately record service activity, field actions, and case updates.
• Manage Salesforce / ServiceMax case workflows to ensure timely and complete case closure and communication with customers and internal teams.

• Acts as a mentor to members of the Product Support and Service organization.
• Be prepared to lead team meetings and act as interim manager when needed.
• Contribute to product specific meetings when asked with practical insight and detail as needed.

Qualifications

• AA Degree in Electronics, Biomedical Engineering, or equivalent experience
• 7+ years of previous field service, or equivalent experience
• Medical Device: Experience with medical devices a plus
• Regulatory: Working knowledge of FDA and/or QSR and/or experience in a regulated industry a plus
• Risk Management: General knowledge of risk management for medical devices a plus
• Design Control: General knowledge of design control process a plus
• ESD: General knowledge of ESD environment
• Self-starter, detail oriented, demonstrated ability to support customers with minimal supervision
• Ability to use diagnostic test equipment
• Ability and willingness to work with various teams including sales, marketing, engineering and manufacturing in the support of company products
• Ability to produce results while working with multiple projects under tight deadlines
• Excellent customer service and support skills
• Ability to maintain inventory / service records and paperwork in a timely manner
• Valid drivers license and acceptable driving record required
• Approximately 50% travel on average required, mostly domestically but occasionally internationally
• Advanced Ability to use Microsoft Windows software including Word, Excel, PowerPoint, Teams and Outlook

Skills

• Language and Verbal Skills: Excellent verbal and written communication skills
• Math Skills: Ability to apply fractions, percentages, ratios, and proportions
• Analytical and Reading Skills: Ability to read and understand procedures, define problems, collect data, establish facts, draw conclusions
• Physical Requirements: Ability to perform lifting tasks up to 70 pounds for short durations; standing/walking; daily keyboard data entry; close vision
• Work Environment: Office or customer sites; ability to work around bio-hazardous materials with proper safety practices

Education

• AA Degree in Electronics, Biomedical Engineering, or equivalent experience

Additional Requirements

• Travel: Approximately 50% travel expected (mostly domestic, some international)