Field Services Engineer

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, manufacturing, 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, scarring and other common indications.

Candela develops products for the global aesthetic market. These products begin as concepts developed by Candela’s world-class team of scientists and engineers or as acquired or licensed technologies that Candela then completes the development and/or commercialization of. These programs are supported by Candela’s global clinical, regulatory, and quality teams and are managed through our Product Development Process (PDP) and Quality Management System (QMS).

The Company’s headquarters are in Marlborough, Massachusetts, US, with and additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold direct in 18 countries worldwide and through distributors in over 60 others and are supported by field service, clinical education, marketing development organizations and distributorship arrangements.

From day one you are part of the Candela community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people.

General Summary

As part of the Customer Service Team, you will be at the frontline of the business. Ultimately your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Candela product range.

Specifically, providing comprehensive technical customer service support for the business, providing support and feedback on technical field issues, complaints and early warnings to drive manufacturing improvements, reliability and serviceability.

Basic Function

• Provide market leading customer service and technical support to all our customers across all of Candela’ product range.
• Repair, test, calibrate and install, all devices within the Candela product range.
• Support the corrective actions process by highlighting customer issues and needs, providing feedback on product / parts failures.
• Provide remote technical support to customers as and when required.
• Actively promote Candela’ additional services and products.
• As part of the role some overnight travel may be required with occasional EU travel for training purposes.
• Work with the customer service team to improve customer satisfaction, service efficiency and business profitability.
• Seek to reduce service costs by ensuring:
• Reduction in parts usage
• Maintaining correct parts stock levels
• Focus on high first-time fix rate
• Minimising the need for return visits
• Reducing downtime and improving efficiencies
• Providing accurate and timely service visit reports

Required Skills and Experience

Essential

• Proven customer service experience
• 3+ Years experience in a field service role for multi system devices (Electronic/Electrical/Cooling/Mech-a-tronics)
• Experience in a laser or intense pulse light servicing role with direct experience of the service and repair of laser / IPL devices, including:
• Alignment of laser optics
• Diagnosis of HV electrical components
• Diagnosis of electronic components

Desirable

• Degree or HND in Electronics / Electronic Engineering
• Experience with
• Aesthetic / Medical laser devices
• Fibre and Articulated Arm laser delivery systems
• Experience of working in a clinic / hospital environment

Additional Requirements

• PC literate with a familiarity of controls systems and Office 365 suite.
• Continually develop knowledge of laser equipment for medical & aesthetics.
• Self-started, motivated, organised.
• Adhere to company guidelines and procedures regarding health and safety.
• Adhere to company policies and procedures for service and maintenance of products.
• Flexibility, professionalism and a high degree of integrity when working on client machines.
• Ability to work independently to a very high personal standard.
• Communicate and share knowledge with clients and amongst fellow engineers.
• Must be able to lift items up to 30 kilos.
• Willingness to travel 80% of their time.

What we offer

• Competitive annual salary, dependent on specific experience.
• Pension (after qualifying period)
• Fully expensed company vehicle (with personal use option)
• Full in-house and manufacturer training on both Ellipse Medical, Syneron and Candela medical and aesthetics technology.