Field Service Technician

GENERAL FUNCTION

The Field Service Technician is responsible for installing, training, repairing, & maintaining finishing lens systems & related equipment at customer sites. This role requires strong technical aptitude, excellent customer communication skills, & a hands-on approach to ensuring equipment performance & customer satisfaction.

MAJOR DUTIES & RESPONSIBILITIES

• Travel to customer sites to perform equipment installations, operator training, & ongoing service support.
• Unpack, install, & configure equipment upon delivery; ensure proper setup, calibration, & integration into customer systems.
• Install a variety of equipment with varying levels of complexity, including those requiring water & drain connections, network setup, & integration with practice management systems.
• Demonstrate technical proficiency in network cabling, TCP/IP configuration, & basic hardware/software integration.
• Provide on-site & remote troubleshooting support, coordinating with Technical Support when additional assistance is needed.
• Deliver comprehensive operator training on equipment use, safety, & routine maintenance.
• Perform preventative maintenance & repairs to minimize equipment downtime & extend product life.
• Communicate effectively with customers to address service needs, equipment functionality, & maintenance schedules.
• Handle customer requests for replacement of defective parts & ensure accurate documentation of all service actions.
• Provide trade show support including equipment setup, teardown, & technical assistance during show hours.
• Collaborate with internal teams (Engineering, Production, Sales, & Customer Service) to relay customer feedback, recurring issues, & product improvement opportunities.
• Complete all required service reports, installation documentation, & work orders accurately & in a timely manner.
• Provide customer support via phone, email, & remote diagnostic tools as needed.

BASIC QUALIFICATIONS

• Associate degree in Electronics, Electrical Engineering Technology, or related technical field; or equivalent work experience.
• Minimum 3+ years of experience in field service, equipment installation, or technical support (preferably within medical devices, optical, or related industries).
• Solid understanding of basic networking concepts & protocols (TCP/IP).
• Strong mechanical aptitude & problem-solving skills.
• Basic computer proficiency, including experience with diagnostic & service software.
• Excellent communication & interpersonal skills, with a customer-first mindset.
• Ability to work independently in the field with minimal supervision.
• Willingness & ability to travel extensively within the assigned territory (may include overnight stays).
• Must hold a valid driver’s license.
• Ability to lift & move equipment (up to 50 lbs) & perform physically demanding installations.

PREFERRED QUALIFICATIONS

• Experience installing, maintaining, or repairing lens finishing, ophthalmic, or medical diagnostic equipment.
• Working knowledge of practice management system integrations or networked device setups.