Field Service Engineer II

Company Overview:

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, and distribution of medical and aesthetic laser and light-based technologies. The Company's technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin's appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins and other common indications.

The Company is headquartered in Marlborough, Massachusetts, USA, with an additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold directly in 18 countries worldwide and are supported by capital sales, field service, clinical education, technical support and marketing development organizations. Candela maintains contracted distributors in over 60 other countries.

General Summary

Provide field support on Candela equipment in assigned territory and out of at times, outside ofterritory as required. Install/remove/repair and upgrade; preventative maintenance and sell service contracts. High level of account management.


Primary Responsibilities

• Experience with medical device repair and maintenance
• Proficiency in laser technology
• Maintains an average repeat call rate of 5 % or less
• Takes a leading role in account management
• Addresses 100 % of PM's by contacting customers
• Initiates contact with inactive accounts to generate new service business
• Responsible for all daily logistical matters and departmental tasks as assigned
• Maintains personal inventory location with 5 % variance
• Performs installations and service repairs
• Responsible for providing field support on Candela equipment in and out of an assigned territory.
• This support includes installs, repairs, upgrades, preventive maintenance, workshop/show support and removal of equipment
• 100% traveling position. The FSE may be gone from their home base up to 5 days per week with both in and out of territory service calls
• Weekend work required to support trade shows, workshops and customer repairs. Must be able to travel on Sunday night for an early Monday service call as required.
• Responsible to sell service contracts. 100% participation required for all monthly contract and warranty expirations.
• Responsible to provide a high level of communication to Dispatching, their Regional Manager and customers.
• Responsible to maintain an accurate inventory of trunk stock parts.
• Focus of this position is to attain a high level of performance in customer service, repair work and contract sales. A strong focus on developing account management skills.
• Candidates must be highly organized, highly motivated and require minimal supervision once fully trained.

Knowledge/Educational Requirements

• This position requires a minimum of 5-8 years of experience in a service rep position
• A.S. degree in electronics or equivalent, combined with the above experience level
• Biomedical/laser preferred
• Team player, proficient in reading and interpreting schematics.
• Good customer service background
• Extensive travel required

Salary Base Range: $75-85k

This job description is not all inclusive and is intended to capture a majority of the job functions. Special projects and other tasks may be required by management.