The Internal Service Engineer supports both Solta and Partner Field Service Engineers (FSEs) within the market team providing telephone support, diagnostics, and ServiceMax support to ensure timely documentation of resolved service calls.  The role contributes directly to EMEA regional workflow efficiency, customer satisfaction, and patient safety by ensuring accurate service records, timely follow-up, and high-quality technical support. This role also supports technical training sessions at the Amsterdam office and performs hands-on repairs and system testing on an as-needed basis when serving as backup to the Depot Engineer. Key responsibilities include, but are not limited to: 

Administrative & Documentation (Primary – ~75%)

• Document all service activities in CRM tools (Salesforce.com / ServiceMax), including the creation and timely entry of Service Work Orders for partner FSEs to ensure complete and accurate documentation.
• Manage case administration and follow-up activities for repairs completed by Partner FSEs.
• Audit Partner Field Service Engineers for safety, quality, and regulatory compliance, and verify that they consistently use the proper released service documentation and materials.
• Review and analyze device log files to support Product Support and Partner FSE investigations.
• Support complaint investigation and failure analysis for systems and accessories returned to the depot.
• Assist with spare parts coordination, trunk stock administration, and dispatch information via communication with Product Support and the EMEA Service Manager.

Technical Support & Depot Responsibilities (~25%)

• Act as backup to the Depot Engineer during annual leave/absence, supporting repairs and system processing.
• Conduct product decontamination of returned medical devices following Solta procedures.
• Assist with troubleshooting, testing, and limited repair of medical devices (Laser, RF, Ultrasound) using diagnostic tools, schematics, and service documents.
• Perform final validated testing of repaired systems and accessories.
• Maintain accurate records of service reports, service actions, and test results.
• Provide technical support to internal and external customers (phone/email), as backup to Product Support.
• Provide administrative support for technical trainings held at the Amsterdam office.
• Participate in hands-on tasks during technical training sessions.
• Support field service activities if required (max travel ~5%): installations, upgrades, or maintenance.
• Work with third-party service providers, supporting coordination, documentation, and technical clarification.

General

• Follow all Solta SOPs and applicable regulatory requirements (FDA, QSR, ISO 13485, MDR).
• Ensure proper handling, calibration, and maintenance of service tools and measurement equipment.
• Maintain ESD-safe work practices.
• Contribute to continuous improvement by identifying recurring issues and recommending improvements to Product Support and Management.
• Support a safe, cooperative, and productive work environment.

The minimum requirements:

• AA Degree in Electronics, Electromechanics, Electro-Optics, or equivalent technical experience.
• 3+ years of experience in service, technical support, depot repair, or similar.
• Strong English communication skills (written & verbal); training is conducted in English.
• Strong PC skills required – Outlook, Teams, Word, Excel, PowerPoint, etc.
• Ability to read electronic schematics and mechanical drawings. Especially demonstrating experience using diagnostic tools.
• Experience in the medical device industry.
• Experience assembling or troubleshooting systems with limited documentation.
• Additional European languages beneficial preferred German
• Occasional onsite customer visits (private clinics/practices).

Physical Requirements

• Lifting up to 35 kg for short durations may be required. Standing/walking for extended periods during depot tasks.
• Daily computer and data-entry work.
• Ability to work safely around low-level biological hazards.

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