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Escalation Engineer

Company: Sciton
Location: Palo Alto
Posted on: January 15, 2022

Job Description:

Description

Escalation Engineer

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

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 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 works with the Global Service Team.

    In This Role, You Will
    • Provide professional, courteous, enthusiastic, prompt, and skilled technical service to Sciton customers and internal support staff.
    • Use your extensive technical troubleshooting and customer support background to provide support to Sciton Tier 1 Support and to Sciton customers encountering escalated technical problems.
    • Become primary liaison between factory and Sciton Service
    • Make critical dispatch decision in coordination with the Field Service Manager regarding who to dispatch, when to dispatch and what parts are likely to be required to complete a field service call based on information provided by the customer, knowledge of similar events and engaging additional expert resources.
    • Collaborate with colleagues to establish, maintain, and update technical support processes providing responses/answers to common questions and problems.
    • Provide a mechanism to disseminate information quickly and effectively to the field regarding changes, modifications, exceptions, and safety issues on Sciton products and processes.
    • Take 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
    • Document history, detect trends and propose corrective actions
      Position Requirements

      Essential Requirements
      • Knowledge of optics, electronics, cooling systems, power supplies and laser systems
      • 5-10 years related field service experience in designing and or troubleshooting medical laser equipment
      • Must be technically oriented with hands on laser technical experience.
      • Demonstrate in depth technical familiarity with Laser technology and applications.
      • Working Knowledge of customer needs in a medical environment
      • Strong customer service skills, positive attitude, and ability to communicate with others clearly and tactfully.
      • Proficiency in the Microsoft Office suite required.
      • Prioritization and multi-tasking skills required.
      • Excellent communication, customer interaction and phone interaction skills required
        What Sciton Offers You
        • Competitive health benefits Retirement
        • Income Protection
        • Time off
        • Professional Development
        • Stock Options
        • Discounted Programs
        • Reward Programs
          About the Organization SCITON, a privately held and employee-owned company headquartered in Palo Alto, California, is a leading manufacturer of medical and aesthetic lasers and light source technologies. Founded by the laser industry's preeminent engineers and physicists, our mission is to provide best-in-class solutions to improve human conditions.

          Our culture and company strength stems from our diverse collection of talented and motivated employees. One word that best describes Sciton is 'Family' because we treat each team member like family. We give our employees the support, recognition, and room to grow their careers within Sciton.

          We empower our people to develop their creative geniuses. In fact, we incentivize creativity and innovations to all our people. We look for lifelong learners, problem solvers, and individuals who excel in a challenging, team-oriented environment. We hire individuals who want to retire with us. How do you feel about that?

          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.

Keywords: Sciton, Palo Alto , Escalation Engineer, Engineering , Palo Alto, California

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