Job Description
As part of the Customer Service Team, you will be at the frontline of the business. Ultimately your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Candela product range.
Specifically, providing comprehensive technical customer service support for the business, providing support and feedback on technical field issues, complaints and early warnings to drive manufacturing improvements, reliability and serviceability.
This role covers the Manchester/Leeds area.
Basic Function
* Provide market leading customer service and technical support to all our customers across all of Candela’ product range.
* Repair, test, calibrate and install, all devices within the Candela product range.
* Support the corrective actions process by highlighting customer issues and needs, providing feedback on product / parts failures.
* Provide remote technical support to customers as and when required.
* Actively promote Candela’ additional services and products.
* As part of the role some overnight travel may be required with occasional EU travel for training purposes.
* Work with the customer service team to improve customer satisfaction, service efficiency and business profitability.
* Seek to reduce service costs by ensuring
* Reduction in parts usage
* Maintaining correct parts stock levels
* Focus on high first-time fix rate
* Minimising the need for return visits
* Reducing downtime and improving efficiencies
* Providing accurate and timely service visit reports
Required Skills and Experience
Essential
* Proven customer service experience
* 3+ Years experience in a field service role for multi system devices (Electronic/Electrical/Cooling/Mech-a-tronics)
* Experience in a laser or intense pulse light servicing role with direct experience of the service and repair of laser / IPL devices, including:
* Alignment of laser optics
* Diagnosis of HV electrical components
* Diagnosis of electronic components
Desirable
* Degree or HND in Electronics / Electronic Engineering
* Experience with
* Aesthetic / Medical laser devices
* Fibre and Articulated Arm laser delivery systems
* Experience of working in a clinic / hospital environment
Additional Requirements
* PC literate with a familiarity of controls systems and Office 365 suite.
* Continually develop knowledge of laser equipment for medical & aesthetics.
* Self-started, motivated, organised.
* Adhere to company guidelines and procedures regarding health and safety.
* Adhere to company policies and procedures for service and maintenance of products.
* Flexibility, professionalism and a high degree of integrity when working on client machines.
* Ability to work independently to a very high personal standard.
* Communicate and share knowledge with clients and amongst fellow engineers.
* Must be able to lift items up to 30 kilos.
* Willingness to travel 80% of their time.
This job description is not all inclusive and is intended to capture most of the job functions. Special projects and other tasks may be required by management.