About this position
About Acclaro Corporation
Acclaro Corporation is seeking an experienced and self-driven Field Service Engineer to support the continued growth of our business. This role functions as a hybrid office/field position, combining advanced technical service support, cross-departmental quality coordination, and leadership responsibilities. You will perform complex service activities on equipment, systems, and sub-systems at customer sites and at headquarters, with increased ownership of technical documentation, trend analysis, and training initiatives. The Field Service Engineer serves as a key technical resource and works closely with Service, Software, Quality, and R&D teams to ensure exceptional service outcomes and continuous product improvement.
Responsibilities
Advanced Field Service & Support:
- Repair, test, calibrate, and install laser systems, sub-systems, and sub-assemblies during field visits, dispatches, or at head office.
- Diagnose and resolve complex equipment issues, escalating to R&D or Software teams as needed.
- Identify potential risks impacting project timelines, equipment functionality, or customer satisfaction.
Documentation & Reporting
- Create high-quality technical service documentation, including procedures, troubleshooting guides, and service bulletins.
- Prepare and maintain detailed service records with a high level of accuracy.
- Conduct trend reporting and analysis related to service component failures and recurring issues.
Cross-Functional Quality Coordination
- Serve as a liaison between Service, Software, Quality, and R&D teams to ensure effective communication and alignment on product and service improvements.
- Participate in quality control reviews, providing field-based insights and recommendations.
Customer Interaction & Account Management
- Provide professional, courteous, enthusiastic, prompt, and skilled technical service to Acclaro customers.
- Deliver on-site technical support for customer training, workshops, and industry events.
- Monitor customer accounts, ensuring high levels of satisfaction and timely issue resolution.
- Maintain excellence in customer interaction, both in person and over the phone.
Training & Leadership
- Support onboarding and mentoring of Field Service Engineer I team members.
- Serve as a trainer when needed, including potential international training responsibilities (e.g., UK) if resources are unavailable.
- Contributes to the development and updating of technical support processes, knowledge bases, and training materials.
Operational & Administrative
- Complete physical inventory tasks as required.
- Maintain company tools, fixtures, and test equipment in proper working conditions.
- Adhere strictly to all company safety guidelines.
- Follow all accounting and operational procedures for purchases, spare part ordering, car stock, and RMA processing.
- Continuously build company and product knowledge.
- Maintain a minimum of service recalls and support efficiency improvements within the service team.
- Complete other tasks as assigned by management.
Requirements
- Bachelor’s degree in Electronics, Laser Technology, Engineering, or equivalent experience required.
- Minimum 2–4 years of field service experience, preferably in a laser, medical device, or industrial equipment environment.
- Ability to work flexible shifts and adapt to changing work schedules.
- Approximately 75% travel required, including overnight travel; international travel a strong plus.
- Experience with technical writing, service documentation, or creation of technical procedures preferred.
- Familiarity with computers, DOS, Word, Excel, and Salesforce.
- Strong understanding of optics, electronics, cooling systems, power supplies, and laser systems.
- Strong customer service skills and ability to communicate effectively and tactfully.
- Ability to work independently and prioritize multiple assignments.
- Demonstrated analytical abilities, especially regarding trend identification and root-cause analysis.
- Training experience or demonstrated capability to train others is a plus.