Senior Technical Support Engineer

Overview

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.

• Responsible for providing 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.
• Responsible for mentoring Technical Support Engineers.
• Must be able to support Customer LAN issues as they interface with Lumenis Devices.
• Will be required to support device integration with customer EMR/PACS systems utilizing DICOM protocol.
• Must be able to remotely troubleshoot and assist customers online with Lumenis proprietary SW Applications utilizing Connect Wise and Team Viewer.
• Provides emergency after‑hours support when necessary.
• Conducts technical product training for Lumenis employees and approved biomedical engineers for service purposes.
• Performs 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.
• Supports service strategy, process development, continuous improvement, and regulatory compliance initiatives.
• Works and communicates 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.