Field Service Engineer

About the Role

• Position: Field Service Engineer, Operations
• Location: On-site in Birmingham, AL
• Schedule: Full-time, exempt
• Travel: About 50% of the year, including some overnights

- What you'll do

• Install, inspect, troubleshoot, maintain, calibrate and repair Rohrer Aesthetics medical and aesthetic devices, both in-house and at customer locations
• Why it matters: Keep customer equipment safe and reliable through quality technical service, accurate documentation and professional customer support

Key Responsibilities

· Perform on-site and in-house diagnostics, repairs, preventive maintenance, calibration, functional testing, and incoming device inspections in accordance with approved procedures.

• · Diagnose electrical, mechanical, optical, cooling, and software-related issues; identify required parts and verify device performance before returning equipment to service.
• · Prepare for and complete assigned field visits; coordinate scheduling, travel, parts, and technical escalations with service management and the Service Support Engineer.
• · Communicate repair status and technical findings clearly to customers; provide approved equipment-care guidance and escalate unresolved issues or customer complaints.

· Complete timely, accurate service records documenting reported issues, diagnostic findings, repairs, parts used, test results, and equipment condition, including photographs when appropriate.

· Follow applicable SOPs, Work Instructions, safety protocols, quality procedures, and regulatory requirements; promptly report suspected defects, safety concerns, or potential reportable complaints.

• · Document evidence of misuse, unauthorized modifications, or third-party repairs; refer warranty decisions, pricing exceptions, and goodwill commitments to service management.
• · Collaborate with Operations, Warehouse, Quality & Regulatory, Sales, and Clinical teams as needed; support rental, refurbished, and new-product service activities.
• · Maintain assigned tools, parts, work areas, and company property; plan travel and submit complete expense reports in accordance with company T&E policy.
• Qualifications and Experience
• · Strong technical troubleshooting, problem-solving, organization, and written and verbal communication skills; ability to work independently and manage competing priorities.
• · Ability to interpret technical manuals, schematics, and service instructions; proficiency with Microsoft Office and ability to learn service management software.
• · Associate’s or bachelor’s degree in a technical discipline preferred; equivalent relevant technical training and hands-on experience considered.
• · Two or more years of equipment service, electronics repair, or related technical experience preferred; medical device, laser, or regulated-industry experience is a plus.
• · Valid driver’s license and willingness to travel frequently, including overnight and some weekend travel

Physical Requirements

• · Ability to stand, bend, kneel, reach, use diagnostic tools, and lift or carry up to 50 pounds as needed; ability to travel up to five days per week based on service demand.
• · Ability to perform essential job functions with or without reasonable accommodation and follow applicable electrical, optical, and laser safety practices.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off (PTO)