Field Service Engineer (Louisiana)
Cutera
- New Orleans, LA
- $65,000-100,000 per year
- Permanent
- Full-time
- Must reside in: New Orleans or Lafayette, LA (or surrounding areas)
- Region covers but not limited to: Southern (LA to Houston and surrounding areas)
- Travel: ~80% including overnights
- Reports to: Regional Service Manager
- 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.
- Ability 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 the 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.
- Other duties as assigned.
- 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.