The Senior Field Service Engineering Technician provides advanced technical support for Solta Medical systems through on-site service and remote troubleshooting.  This remote role ensures optimal system performance and customer satisfaction by performing installations, maintenance, and repairs, while also supporting escalations and field analysis.  The position partners closely with Product Support, Depot, and Engineering teams to drive service quality and continuous improvement.

Principle Responsibilities and Duties:

Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.

Core Technical Functions

o    Follow documented Field Service Procedures
o    Use diagnostic tools, service aids, service documents and log files to troubleshoot, test and repair medical equipment (laser, RF and ultrasound).
o    Provide technical expertise for servicing Solta Medical equipment.
o    Provide on-site field service including product installation, maintenance, upgrades, and repairs.
o    Use proprietary software tools to review system log files for error evaluation, system troubleshooting, and field analysis.
o    Use escalation process to inform Service Manager of unresolved issues and suggest performance improvements.

Customer & Partner Interaction

o    Assist with service calls and email from customers, distributors, and internal personnel.
o    Provide customer, distributor, and/or third-party training as necessary.
o    Draft, maintain and train to service procedures and process documentation to support consistent field execution and compliance.
o    Conduct technical and procedural training for third-party repair personnel and distributors to ensure proper service and maintenance of Solta systems.

Logistics  & Territory Management

o    Manage parts and scheduling in the territory for timely service parts shipments.
o    Maintain trunk stock parts inventory and replenishment to comply with established operating standards.
o    Work with third-party service consultants for territory coverage of service repairs.

Documentation & Case Management

o    Utilize Salesforce and ServiceMax to accurately record service activity, field actions, and case updates.
o    Manage Salesforce / ServiceMax case workflows to ensure timely and complete case closure and communication with customers and internal teams.

Leadership & Collaboration

o    Acts as a mentor to members of the Product Support and Service organization.
o    Be prepared to lead team meetings and act as interim manager when needed.
o    Contribute to product specific meetings when asked with practical insight and detail as needed.

Other Experience, Training or Certifications Required:

•    AA Degree in Electronics, Biomedical Engineering, or equivalent experience
•    7+ years of previous field service, or equivalent experience
•    Medical Device: Experience with medical devices a plus
•    Regulatory: Working knowledge of FDA and/or QSR and/or experience in a regulated industry a plus
•    Risk Management: General knowledge of risk management for medical devices a plus
•    Design Control: General knowledge of design control process a plus
•    ESD: General knowledge of ESD environment
•    Self-starter, detail oriented, demonstrated ability to support customers with minimal supervision
•    Ability to use diagnostic test equipment
•    Ability and willingness to work with various teams including sales, marketing, engineering and manufacturing in the support of company products
•    Ability to produce results while working with multiple projects under tight deadlines
•    Excellent customer service and support skills
•    Ability to maintain inventory / service records and paperwork in a timely manner
•    Valid driver’s license and acceptable driving record required
•    Approximately 50% travel on average required, mostly domestically but occasionally internationally
•    Advanced Ability to use Microsoft Windows software including Word, Excel, PowerPoint, Teams and Outlook

Language and Verbal Skills

Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

Math Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

Analytical and Reading Skills

Ability to read and understand company procedures.  Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements

While performing the duties of this job, the employee may be required to perform lifting tasks of up to 70 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision. 

Work Environment

Most work will be performed in an office environment or at a customer’s site (typically a private medical practice). The noise level in the work environment is usually low to moderate. Some work may entail incidental exposure to bio-hazardous materials (repair product in doctor’s offices) where the employee must employ standard techniques to protect against chemical and biological hazards

Safety

Solta Medical is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

The range of starting base pay for this role is $34.00 to $45.00 per hour.  Actual starting pay will be based on a wide range of factors including, but not limited to, relevant skills, experience, qualifications, education and location. In addition to base pay, this position is eligible for participation in either (i) our annual bonus program or (ii) a sales incentive plan.

Benefits package includes a comprehensive Medical (includes Prescription Drug), Dental, Vision, , Flexible Spending Accounts, 401(k) with matching company contribution, discretionary time off, paid sick time, tuition reimbursement, parental leave, short-term and long-term disability, life insurance, accidental death & dismemberment insurance, paid holidays, employee referral bonuses and employee discounts.