Bausch Health

  • Sr. Field Svc Engineering Technician - NY

    Location US-NY-New York | US-RI-Providence | US-NJ-South New Jersey
    Job ID
    Pos. Type
    Full Time
  • Overview




    The Senior Field Service Technician will be responsible for various activities relating to the daily technical support of our customers in assigned territories.


    Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.

    • Use diagnostic tools, service aids, service documents and product schematics to troubleshoot, test and repair medical equipment (laser, RF and ultrasound).
    • Provide technical expertise for servicing of medical equipment (laser, RF and Ultrasound).
    • Assist with escalated service calls and email from customers, distributors and internal personnel.
    • Provide on-site field service including product installation, maintenance, upgrades and repairs.
    • Use escalation process to inform Manager, Technical Support and Headquarters of unresolved issues as well as suggestions to improve equipment performance.
    • Manage parts inventory and territory to comply with established operating standards as applicable.
    • Provide customer, distributor and/or third party training as necessary.
    • Use proprietary software tools to read and review system log files for error code evaluation and system troubleshooting.
    • Draft, release and distribute Technical Service Bulletins.
    • Draft, release and distribute Service procedures and processes.
    • Follow documented Field Service Procedures
    • Work with 3rd party service consultants for territory coverage of service repairs
    • Document service activities in CRM tool
    • Manage service logistics in the territory, including service parts and loaner and system shipments as applicable.
    • Acts as a mentor to members of the Service and Product Support 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.


    Other Experience, Training or Certifications Required:

    • AA Degree in Electronics, or equivalent experience
    • 7+ years of previous field service, or equivalent experience
    • Medical Device: Experience with medical devices a plus
    • Regulatory: Working knowledge of FDA and/or QSR and/or experience in a regulated industry a plus
    • Risk Management: General knowledge of risk management for medical devices a plus
    • Design Control: General knowledge of design control process 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 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
    • Approximately 50% travel on average required, mostly domestically but occasionally internationally.
    • Ability to use Microsoft Windows software including HyperTerminal, Word, Excel and Outlook.

    Language and Verbal Skills
    Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

    Math Skills
    Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

    Analytical and Reading Skills
    Ability to read and understand company procedures.  Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

    Physical Requirements
    While performing the duties of this job, the employee may be required to perform lifting tasks of up to 70 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

    Work Environment
    Most work will be performed in an office environment or at a customer’s site (typically a private medical practice). The noise level in the work environment is usually low to moderate.
    Some work may entail incidental exposure to bio-hazardous materials (repair product in doctor’s offices) where the employee must employ standard techniques to protect against chemical and biological hazards

    Solta Medical is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

    Be Aware of Recruiting Fraud

    Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.


    To learn more please read Valeant’s Job Offer Fraud Statement.




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