Field Service Engineer

Lensar - Reno, NV

Full-time - Entry Level

Reno, NV

Miscellaneous Manufacturing

About the position

The Field Service Engineer position at LENSAR, Inc. is a critical role that focuses on providing technical support to customers, both clinical and commercial, for the advanced femtosecond laser systems used in refractive cataract surgery. This position is primarily responsible for managing customer equipment issues, ensuring that the systems are functioning optimally, and addressing any concerns that may arise. The Field Service Engineer will engage with customers remotely and on-site, depending on the machine's status and the specific needs of the customer. This role requires a proactive approach to problem-solving, as well as the ability to react swiftly to urgent issues that may affect the performance of the laser systems. In this position, the Field Service Engineer will be expected to provide repair and maintenance services at customer sites, answer customer inquiries, and offer remote support when necessary. A key aspect of the role involves identifying parts needed for repairs and coordinating with internal departments to ensure timely receipt of these parts. The engineer will also analyze historical data to identify trends and potential issues, thereby maximizing machine uptime and ensuring that customer concerns regarding product performance and safety are communicated effectively to LENSAR for prompt resolution. Communication with doctors and support staff is essential to manage customer concerns effectively. Additionally, the Field Service Engineer will assist in developing service documentation and tools, as well as training support staff. The role requires self-regulation of one's schedule and an understanding of the requirements for accessing client sites, such as hospitals and healthcare systems. This position is primarily regional but may require some out-of-region and international travel as part of the job responsibilities.

Responsibilities

• Provide repair and maintenance to the LENSAR systems located at customer sites.
• Answer customer calls, communicate with customer sites, and provide remote support when necessary.
• Identify parts needed for repairs and coordinate with internal departments for receipt of requested parts.
• Proactively review customer issues and trends based on historical data to ensure uptime of the machine is maximized.
• Communicate customer concerns with product performance and safety to LENSAR and ensure quick resolution.
• Assist in the development of service documentation in conjunction with the in-house team.
• Assist in the identification and development of Field Service tools and test equipment.
• Assist in the training of further Support staff.
• Self-monitor and regulate one's own schedule.
• Understand and satisfy the requirements for obtaining access to a client site.

Requirements

• Bachelor's degree in engineering or equivalent work experience.
• At least 3 years of field support, engineering, or manufacturing experience with high technology electrical/electronic products.
• At least 3 years of work experience with a Medical Device manufacturer involving lasers and optics.
• Hands-on experience with electronic test equipment.
• Strong software skills (MS Office).
• Excellent communication, organizational, problem-solving, and customer relations skills.
• Ability to read and interpret documents such as engineering drawings, specifications, and procedures.
• Ability to travel domestically and internationally and work occasional weekends.

Nice-to-haves

• At least 3 years' experience working with a Medical Device manufacturer involving lasers and optics.

Benefits

• Annual bonus opportunity
• Company matched 401(k) plan with eligibility day one and immediate vesting
• Employee Stock Purchase Plan (ESPP) and other company equity programs
• Employer-sponsored comprehensive health plans- medical/dental/vision
• Employer-paid disability insurance
• Voluntary life insurance
• Generous company holiday schedule
• Paid time off program
• Company-wide paid shutdown during the holidays