Field Service Engineer

Company Overview

LENSAR, Inc. is the leader in advanced robotic laser technology for refractive cataract surgery. LENSAR's laser systems offer cataract surgeons superior precision and accuracy, while optimizing overall visual outcomes. Our mission is to take the time to understand the needs of surgeons and their patients so that we can innovate our technology to ensure we meet their dynamic needs.

As a global leader in next generation robotic laser for cataract surgery, our success depends on talented and motivated individuals who share our passion for making a difference in patients’ lives. We pride ourselves on having a highly collaborative, innovative environment where initiatives and teamwork are valued, and individual efforts are recognized. Together we are one team one vision.

* LENSAR has one Field Service Engineer opportunity available within the D.C. and Maryland area.*

The Field Service Engineer position has a primary responsibility to provide technical support for LENSAR customers (clinical and commercial), remotely, or on site as determined by machine status and customer requirements. This individual is responsible for proactive and reactive onsite management and the resolution of customer equipment issues both domestically and internationally. This position provides a conduit for feedback of ideas, systemic problems and user interface issues.

The Field Service Engineer will be primarily a regional role domestically although some out of region and international travel will be required as part of the Field Service Engineer activities.

• 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 and customer concerns with product performance and safety are quickly communicated to LENSAR and quickly resolved. An essential part of managing the customer concern is effective communication with the doctors and support staff.
• Assist in the development of service documentation, in conjunction with the in-house based team. Assist in 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.
• Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital, healthcare system, etc.).

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Bachelor’s degree in engineering or equivalent in work experience.
• At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products. At least 3 years work experience with 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.
• The ability to travel domestically and internationally and work occasional weekends.

Preferred:

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

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Field Service Engineer’s job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Field Service…