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Title

North America Technical Support Manager 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Category Global Service  
Description

North America Technical Support Manager, Palo Alto, CA

Responsibilities:

  • Oversee the technical support group and provide support activities for equipment, systems, and sub-systems. Managing the workflow of the technical support group. Assessing work performance and identifying areas for improvement. Ensuring that business goals, deadlines, and performance standards are met.
  • Develop training programs for new hires and lead future training and onboarding for new hires. Setting team goals that comply with the company’s plans and vision. Provide support for repair, test, calibrate, and installation of medical laser systems, sub-systems, and sub-assemblies.
  • Provide professional, courteous, enthusiastic, prompt, and skilled technical service to Sciton customers. Use your extensive technical troubleshooting and customer support background to provide front-line support to Sciton customers encountering technical problems. Respond to escalated service requests and ensure on-site repair within 48 hours. Manage and assist in the shipment of service parts to customer sites.
  • Collaborate with colleagues to establish, maintain, and update technical support processes providing responses/answers to common questions and problems. Take the initiative to ensure customer satisfaction and improvement of the service department processes and procedures. Build trust with customers by ensuring integrity and accountability.
  • Partner with cross-functional Sciton departments to ensure comprehensive, coordinated, and effective communication and support approaches. Continually develop positive relations within the Sales and Service Teams. Continually develop, exercise, maintain, and teach company and product knowledge. Continually develop, exercise, maintain, and teach excellent customer relations.

 

 
Position Requirements

Qualifications:

Bachelor’s degree (or foreign equivalent) in electronics, laser technology, or in a closely related field, plus 5 years of work experience in the medical device technical support field

Special Requirements: Required Expertise/Knowledge:

1. Knowledge of optics, electronics, mechanical and electrical drawings, cooling systems, power supplies and medical laser systems to troubleshoot and repair products at medical offices, clinics, and hospitals.

2. Using testing instruments including oscilloscope, multi-meter, and power meter to verify and calibrate electronic and medical laser systems.

3. Troubleshoot Medical Laser Devices: Electronic Schematics Analysis, Electronic Circuit Diagnosis, Cause and Effect Analysis, Complex Optics Alignment, Optical Systems Troubleshooting, Hydraulic Systems Analysis and Troubleshooting, Thermodynamics Heat Management, Engineering Support and Failure Analysis.

4. Reviewing engineering and design blueprints to ensure customer device is built according to specifications.

5. Prepare Medical Laser equipment and tools: Certifying Opto-Electrical systems for performance specification; LASER Power Measurement and Calibration; Hydraulics Maintenance, Electronics Maintenance; High Voltage Maintenance; Optical Systems Maintenance.

6. Experience in electronic system troubleshooting, technical support, customer service, and dispatch.

Must possess expertise/ knowledge sufficient to adequately perform the duties of the job being offered. expertise/ knowledge may be gained through employment experience or education. Such expertise/ knowledge cannot be “quantified" by "time." <20% travel to unanticipated client sites in the mid-Atlantic region.

*TELECOMMUTING PERMITTED*

SALARY RANGE: $161,886 - $170,000/year

                                                                                               

SCITON, INC. is an equal opportunity employer.

How to apply: Qualified applicant please send resume to Carolyn Wells, Talent Acquisition Dir. carolyn.wells@sciton.com.

 
Full-Time/Part-Time Full-Time  
Position Technical Support Engineer - REMOTE  
Location Palo Alto (HQ)  
About the Organization

SCITON is an industry leader and manufacturer of medical aesthetic lasers and light source technologies. With a vision to improve people's lives, our top-tier devices are built to order with integrity by pioneering, customer-focused, and results-driven individuals.



At the heart of it, innovation is a fundamental cornerstone of our culture. We strongly believe that new ideas can come from anyone, anywhere, at any time and embrace an open-door culture that welcomes and fosters individuals who are creative, driven, passionate, and willing to take the lead with us. Join us for an opportunity to grow and make an impact.



Life at Sciton:



At Sciton, people matter. We are more than a company; we are a family, which is why we give all our employees:

• The support, recognition, and room to grow their careers within Sciton.

• Empowerment to develop their creative genius and encouragement to be lifelong learners.

• Incentives for creativity and innovation across the organization.

 

This position is currently not accepting applications.

To search for an open position, please go to http://ScitonInc.appone.com

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