Senior Field Services Engineering Tech Aesthetic Medical Device , NY

Senior Field Services Engineering Technician – Aesthetic Medical Device, New York, NY

Job Location:

New York City, New York, USA (Job Requisition )

Join our global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes to our patients. We are all in it together to make a difference. Be a part of a culture that doesn’t just wait for change but actively creates it—where your skills and values drive our collective progress and impact.

• 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.

• Assist with service calls and emails 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.

• 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.

• Utilize Salesforce and Service Max to accurately record service activity, field actions, and case updates.
• Manage Salesforce / Service Max case workflows to ensure timely and complete case closure and communication with customers and internal teams.

• Act 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.

• AA Degree in Electronics, Biomedical Engineering, or equivalent experience.
• 7+ years of previous field service, or equivalent experience.
• Medical Device:
  Experience with medical devices is a plus.
• Regulatory:
  Working knowledge of FDA and/or QSR and/or experience in a regulated industry is a plus.
• Risk Management:
  
  General knowledge of risk management for medical devices is a plus.
• Design Control:
  General knowledge of design control process is 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.
• 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 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,…