Field Service Engineer (West)

Duties & Responsibilities

• Provide outstanding professional, courteous, prompt and skilled technical service to Cutera customers.
• Responsible for the operational quality of the system and instructing customers on the operation and maintenance of the system.
• Responsible for documenting all service activities in compliance with FDA requirements.
• Able to work closely as a team member with the dispatch call center group and other Field Service Engineers.
• Manage call schedule to best serve customer needs.
• Develop resolutions to critical troubleshooting problems; resolve complex issues in creative and effective ways.
• Use people and technical skills to make customer interactions a positive, pleasant and memorable experience.
• Work closely with Area Sales Manager and direct Manager to identify customers for upgrades, new purchases, contracts, and additional customer training.
• Identify error codes, re-occurring problems, or odd troubleshooting solutions to direct Manager and R&D to solve problems and directly contain department material expenses and company costs.
• Ability to flash update software and firmware.
• Act as company liaison with the customers on customer care and technical matters with in-house administrative and manufacturing personnel.
• Continually promote service contract revenue.
• Timely submission of RMAs, closing calls, and expense reports necessary.

Qualifications

• Minimum Requirements & Qualifications:
• BS or AS in Electronics, Laser Technology or equivalent Field or military experience is required with a minimum of 4+ years of experience in electronic system troubleshooting.
• Laser experience preferred.
• Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.
• Enhanced knowledge and understanding of optics, electronics, and mechanic principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
• Ability to travel long distances on short notice required.
• Requires scheduling of flights and rental cars to ensure prompt arrival in different cities and different customer locations.
• Ability to cover occasional travel, lodging and incidental expenses on personal credit card. (Legitimate expenses reimbursed through expense report submission twice monthly.)
• Must be able to lift 50 lbs.
• Demonstrated commitment to quality and strong sense of teamwork.
• Excellent communication skills.