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About the Role

Acclaro Corporation is seeking an experienced and self-driven Field Service Engineer to support business growth. This hybrid role involves advanced technical service support, cross-departmental quality coordination, and leadership. You will perform complex service activities on equipment and systems at customer sites and headquarters, with ownership of technical documentation, trend analysis, and training.

Responsibilities

Perform repair, testing, calibration, and installation of laser systems, sub-systems, and sub-assemblies.
Diagnose and resolve complex equipment issues, escalating as needed.
Identify potential risks impacting project timelines, equipment functionality, or customer satisfaction.
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.
Serve as a liaison between Service, Software, Quality, and R&D teams.
Participate in quality control reviews, providing field-based insights.
Provide professional, courteous, and skilled technical service to 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.
Support onboarding and mentoring of Field Service Engineer I team members.
Serve as a trainer when needed, including potential international training.
Contribute to the development and updating of technical support processes, knowledge bases, and training materials.
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.
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.
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.
International travel is a strong plus.

Skills

Technical Service Support
Quality Coordination
Leadership
Equipment Repair
System Calibration
Installation
Troubleshooting
Technical Documentation
Trend Analysis
Customer Training
Customer Interaction
Account Management
Mentoring
Process Development
Knowledge Base Management
Inventory Management
Safety Compliance
Purchasing Procedures
Spare Part Ordering
RMA Processing
Optics
Electronics
Cooling Systems
Power Supplies
Laser Systems
Customer Service
Communication
Independent Work
Prioritization
Analytical Abilities
Root-Cause Analysis

Location

Office/Field Hybrid

Work Type

Hybrid
Full-time

Experience Level

Experienced

Education Level

Bachelor's degree in Electronics, Laser Technology, Engineering, or equivalent experience

About the Company

Acclaro Corporation is seeking an experienced and self-driven Field Service Engineer to support the continued growth of our business.