Senior Field Services Engineering Tech - NYC (Aesthetics Med Device)

Role Summary

The Senior Field Service Engineering Technician provides advanced technical support for Solta Medical systems through on-site service and remote troubleshooting. This role performs installations, maintenance, and repairs to ensure optimal system performance and customer satisfaction, supports escalations and field analysis, and partners 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

• Required: Minimum 7+ years of previous field service
• Required: Minimum HS degree or GED
• Preferred: AA Degree in Electronics, Biomedical Engineering, 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 driver's license and acceptable driving record required
• Approximately 50% travel on average required, mostly domestically but occasionally internationally

Skills

• Advanced ability to use Microsoft Windows software including Word, Excel, PowerPoint, Teams and Outlook
• Language and Verbal Skills: excellent verbal and written communication; ability to communicate clearly and professionally
• Math Skills: applying fractions, percentages, ratios, and proportions to practical situations
• Analytical and Reading Skills: ability to read and understand procedures; define problems, collect data, establish facts, draw valid conclusions

Education

• Minimum HS degree or GED; preferred AA Degree in Electronics, Biomedical Engineering, or equivalent experience

Additional Requirements

• Physical: ability to perform lifting tasks up to 70 pounds for short durations; standing/walking for extended periods; daily keyboard data entry; close vision
• Work Environment: office or customer site; occasional exposure to bio-hazardous materials with standard safety practices
• Travel: approximately 50% travel required, mostly domestic with some international opportunities