Field Service Engineer

Biolase Technology, Inc. Dallas , TX 75201

Posted 2 weeks ago

The Field Service Engineer provides exemplary customer support for the Waterlase Dentistry line of laser products.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Provide assistance to level 1 providers.

  • Provide minimum of one day every 2 weeks on technical call center.

  • Troubleshoot and diagnose customer issue, order necessary parts, open case data and take appropriate action to resolve customer issue.

  • Serve as primary customer contact related to laser operations including, but not limited to, negotiating outcomes with dissatisfied customers.

  • Manage schedule and regularly follow up with customers in territory to ensure customer is optimizing the use of the laser(s).

  • Advise customers regarding technical or clinical concerns.

  • Manage the territory by scheduling visits based upon identifying customer needs.

  • Consult with customers to resolve any problems.

  • Ensure customers are adequately maintaining laser(s) by conducting care and maintenance in-service training when necessary.

  • Provide customers with quick reference guides and ensure that they are properly trained in the proper maintenance/use of laser.

  • Develop and maintain relationships with local Sales Representatives and assist in the consultative sales process for new laser systems by discussing features and benefits of new products & upgrades when in customer office.

  • Sell service contracts, gold handpieces, mirror replacement & maintenance kits, and software upgrades to customers.

  • Advise customers concerning features and benefits of various consumable products to help drive sales & growth.

  • Identify areas for product improvements and communicate to Corporate engineering team.

  • Assist in the preparation and documentation of service bulletins as required.

  • Travel to support open territories as needed.

  • Review territory information on a monthly basis and schedule required preventive maintenance (PM) service calls as required during the month.

  • Provide required paperwork on regular basis to the corporate office.

  • Ensure all regulatory reporting requirements are adhered to on a timely basis.

  • Rely on experience and judgment to plan and accomplish goals.

  • Must be organized, a self-starter, able to manage own schedule and have a 'Make-It-Happen' attitude.

  • Must be willing to work in a dynamic and changing environment.

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Field Service Engineer

Biolase Technology, Inc.