Technical Support Engineer Europe

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

Objectives:

This role plays a vital part in supporting our Service team, a critical business function responsible for delivering timely, high-quality technical assistance and customer support. As a key point of contact, you will help ensure customer satisfaction, system reliability, and service excellence, contributing directly to Sciton's reputation for industry-leading support.

Key Responsibilities:

• Provide prompt, professional technical support to internal and external customers, including troubleshooting, repair, testing, calibration, and installation of laser systems (Nd:YAG, Er:YAG, and IPL), sub-systems, and sub-assemblies.
• Deliver courteous and skilled customer service, building trust through integrity, accountability, and effective communication.
• Respond to service requests, ensuring timely scheduling of on-site repairs (within 48 hours) and providing on-site technical support as needed.
• Diagnose technical issues and determine required parts; dispatch Field Service Engineers as appropriate.
• Identify and report potential issues that may impact task completion, equipment performance, or customer satisfaction.
• Collaborate with cross-functional teams to refine and maintain technical support processes and ensure consistent, effective service delivery.
• Maintain accurate service records and electronic Device History Records (eDHRs); manage customer accounts and documentation in Salesforce and CSI.
• Validate sales orders and occasionally oversee order fulfillment, including picking, packing, and shipping of customer and internal orders.
• Accurately process order transactions and monitor inventory movement through system transactions, cycle counts, and quarterly physical audits.
• Receive and inspect returned parts; determine appropriate next steps (restocking, warranty evaluation, or disposal).
• Support audits and conduct order transaction reviews to ensure accurate month-end and quarter-end reporting.
• Maintain positive relationships with vendors, freight providers, and logistics partners.
• Actively contribute to continuous improvement in service processes, customer satisfaction, and team collaboration.
• Offer assistance to colleagues and other departments as needed.

Qualifications & Requirements:

• Associate's degree in Electronics or a related technical field (minimum requirement); additional certifications or training in laser technology is a plus.
• 2–5 years of field service experience, preferably involving troubleshooting and repair of medical laser equipment.
• Strong technical aptitude with hands-on experience working with lasers; familiarity with Nd:YAG, Er:YAG, or IPL systems is highly desirable.
• Strong communication skills – fluency in both English and German is required; French language skills are a plus.
• Proficient with computers, including working knowledge of Microsoft Word and Excel; experience with CRM or ERP systems is a plus.
• Proven ability to build and maintain positive relationships within cross-functional teams, especially Sales and Service.
• Demonstrated commitment to continual learning and building strong knowledge of company products and technologies.
• Excellent customer service and interpersonal skills; able to represent the company professionally in high-touch medical environments.
• Understanding of clinical environments and awareness of customer needs in a medical or aesthetic setting.
• Ability to interpret and align products to technical specifications and certification requirements.
• Solid understanding of basic laser technologies and applications in a commercial or clinical setting.
• Self-starter with the ability to work independently, manage time effectively, and handle multiple priorities.
• Strong organizational skills with the ability to maintain high productivity and accuracy in a fast-paced environment.

For further information, please contact:

Samra Acar, CHRO