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Sr. Field Service Engineering Technician - Northwest Territory

Company: Solta Medical
Location: Bothell
Posted on: November 22, 2021

Job Description:

Solta Medical is a global leader in the medical aesthetics market providing innovative solutions with proven efficacy and safety backed by over 10 years of clinical study and research. The company offers aesthetic energy devices for skin resurfacing and rejuvenation, acne reduction, body contouring and skin tightening, as well as tools and accessories to optimize the latest liposuction techniques. The Solta Medical portfolio includes the well-known brands Thermage -, Fraxel -, Clear + Brilliant -, Liposonix -, Isolaz -, VASERlipo---, VASERsmooth---, VentX -, PowerX -, and Origins---, which collectively make up a comprehensive platform to address a range of aesthetic skin and body issues. More than two and a half million procedures have been performed with Solta Medical's products around the world.

Territory : - -Northwest Territory - WA, OR, ID, MT, AK

Description: - - The Senior Field Service Engineering Technician will be responsible for various activities relating to the daily technical support of our customers in assigned territories.

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.

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 of medical equipment (laser, RF and Ultrasound).
Assist with escalated service calls and email from customers, distributors and internal personnel.
Provide on-site field service including product installation, maintenance, upgrades and repairs.
Use escalation process to inform Manager, Technical Support and Headquarters of unresolved issues as well as suggestions to improve equipment performance.
Manage parts inventory and territory to comply with established operating standards as applicable.
Provide customer, distributor and/or third party training as necessary.
Use proprietary software tools to read and review system log files for error code evaluation, system troubleshooting and provide evaluation results in customer cases.
Draft, release and distribute Technical Service Bulletins.
Draft, release and distribute Service procedures and processes.
Follow documented Field Service Procedures
Work with 3rd party service consultants for territory coverage of service repairs
Document service activities in CRM tool
Manage service logistics in the territory, including service parts and loaner and system shipments as applicable.
Acts as a mentor to members of the Service and Product Support 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.
Ability to train other technicians or support personnel on devices, offering practical and technical knowledge.

Other Experience, Training or Certifications Required:
AA Degree in Electronics, 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
Approximately 50% travel on average required, mostly domestically but occasionally internationally.
Advanced Ability to use Microsoft Windows software including Word, Excel, PowerPoint 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

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.

We offer competitive salary & excellent benefits including:
Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date
401K Plan with company match and ongoing company contribution
Paid time off - vacation (3 weeks - prorated upon hire), floating holidays and sick time
Employee Stock Purchase Plan with company match
Employee Incentive Bonus
Tuition Reimbursement (select degrees)
Ongoing performance feedback and annual compensation review.

Keywords: Solta Medical, Seattle , Sr. Field Service Engineering Technician - Northwest Territory, IT / Software / Systems , Bothell, Washington

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