Field Service Engineer

Summary

LENSAR, Inc. is a leader in robotic laser technology for refractive cataract surgery. The Field Service Engineer provides remote and onsite technical support for clinical and commercial customers, including repairing and maintaining laser systems, resolving equipment issues, and communicating customer feedback. The role is primarily regional with required domestic and international travel.

Responsibilities

• Provide repair and maintenance to the LENSAR systems located at customer sites
• Answer customer calls, communicate with customer sites, and provide remote support when necessary
• Identify parts needed for repairs and coordinate with internal departments for receipt of requested parts
• Proactively review customer issues and trends based on historical data to ensure uptime of the machine is maximized and customer concerns with product performance and safety are quickly communicated to LENSAR and quickly resolved. An essential part of managing the customer concern is effective communication with the doctors and support staff
• Assist in the development of service documentation, in conjunction with the in-house based team. Assist in identification and development of Field Service tools and test equipment
• Assist in the training of further Support staff
• Self-monitor and regulate one’s own schedule
• Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital, healthcare system, etc.)

Skills

• Bachelor's degree in engineering or equivalent in work experience
• At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products
• At least 3 years work experience with Medical Device manufacturer involving lasers and optics
• Hands-on experience with electronic test equipment
• Strong software skills (MS Office)
• Excellent communication, organizational, problem solving, and customer relations skills
• Ability to read and interpret documents such as Engineering drawings, specifications, and procedures
• The ability to travel domestically and internationally and work occasional weekends
• The employee must lift, move, and control physical inventory, office supplies, or stored records weighing up to 50 pounds on a regular basis
• Using one's own hands and arms in handling, installing, positioning, and moving materials, and/or in manipulating things
• At least 3 years' experience working with Medical Device manufacturer involving lasers and optics

Qualifications

Must Haves

• Bachelor's degree in engineering or equivalent in work experience
• At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products
• At least 3 years work experience with Medical Device manufacturer involving lasers and optics
• Hands-on experience with electronic test equipment
• Strong software skills (MS Office)
• Excellent communication, organizational, problem solving, and customer relations skills
• Ability to read and interpret documents such as Engineering drawings, specifications, and procedures
• The ability to travel domestically and internationally and work occasional weekends
• The employee must lift, move, and control physical inventory, office supplies, or stored records weighing up to 50 pounds on a regular basis
• Using one's own hands and arms in handling, installing, positioning, and moving materials, and/or in manipulating things

Nice to Haves

• At least 3 years' experience working with Medical Device manufacturer involving lasers and optics

Benefits

• Annual bonus opportunity
• Company matched 401(k) plan with eligibility day one and immediate vesting
• Employee Stock Purchase Plan (ESPP) and other company equity programs
• Employer-sponsored comprehensive health plans- medical/dental/vision
• Employer-paid disability insurance
• Voluntary life insurance
• Generous company holiday schedule
• Paid time off program
• Company-wide paid shutdown during the holidays