Senior Technical Support Engineer - Salt Lake

Overview of the role

The Sr. Technical Support Engineer provides critical technical support and training to Lumenis field engineers, sales teams, customers, and biomedical personnel, addressing complex problems through various communication channels, including telephone, email, Whats App, Face Time, Connect Wise, and Team Viewer. A key responsibility is performing remote diagnostics and troubleshooting, as well as hands‑on diagnostics and repairs for both company‑owned and customer‑owned Lumenis products at the Service Center in Salt Lake City, UT.

Periodic site visits for servicing will also be required. This role is essential for recommending methods, techniques, parts, and solutions to field personnel to ensure efficient, effective outcomes. Planning, implementing, and following up on product technical training is also a primary job responsibility.

• Provide technical support to field engineers and customers who are diagnosing, troubleshooting, repairing and providing routine servicing on complex Medical Laser, electro/optical, and RF systems.
• Mentor Technical Support Engineers.
• Support Customer LAN issues as they interface with Lumenis Devices.
• Support device integration with customer EMR/PACS systems utilizing DICOM protocol.
• Remotely troubleshoot and assist customers online with Lumenis proprietary SW Applications utilizing Connect Wise and Team Viewer.
• Provide emergency after‑hours support when necessary.
• Conduct technical product training for Lumenis employees and approved biomedical engineers for service purposes.
• Perform reliability and performance trend analysis as directed; may be required to provide detailed written reports supported with data to demonstrate cause and effect relationships and propose corrective actions.
• Support service strategy, process development, continuous improvement, and regulatory compliance initiatives.
• Work and communicate effectively in a cross‑functional environment, including, but not limited to, US and Global Service Organization (GSO), Sales, Clinical, Engineering, Operations, and Regulatory.

• A minimum of 5 years of prior experience with a medical device company specializing in capital equipment.
• A technical degree is required; a BSEE (Bachelor of Science in Electrical Engineering) with experience or training in laser/electro‑optics is highly desirable.

• Analysis and Problem Solving:
  Strong analytical skills with the ability to identify issues, evaluate potential solutions, and implement effective corrective actions.
• Professional Demeanor:
  Demonstrates composure, professionalism, and strong interpersonal skills in various business contexts.
• Communication
  
  Skills:
  
  Excellent written communication skills, with the ability to present complex information clearly and concisely.