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.

Responsibilities

Core Technical Functions

Follow documented Field Service Procedures

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

Customer & Partner Interaction

Assist with service calls and email from customers, distributors, and internal personnel

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

Logistics & Territory Management

Manage parts and scheduling in the territory for timely service parts shipments.

Maintain trunk stock parts inventory and replenishment to comply with established operating standards.
Work with third-party service consultants for territory coverage of service repairs.

Documentation & Case Management

Utilize Salesforce and ServiceMax to accurately record service activity, field actions, and case updates.

Manage Salesforce / ServiceMax case workflows to ensure timely and complete case closure and communication with customers and internal teams.

Leadership & Collaboration

Acts as a mentor to members of the Product Support and Service organization.

Be prepared to lead team meetings and act as interim manager when needed.
Contribute to product specific meetings when asked with practical insight and detail as needed.

Qualifications

A Minimum of High School Diploma or GED is required. AA Degree in Electronics, Biomedical Engineering or related field is preferred.

A minimum of seven years of previous field service preferably in the medical device industry or in a related industry
Working knowledge of FDA and/or QSR and/or experience in a regulated industry a plus
General knowledge of risk management for medical devices a plus
General knowledge of design control process a plus
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

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

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

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

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. 

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

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, 3 weeks paid 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.