Service Manager 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

The Service Manager is responsible for leading SCITION´S service and technical support operations across Europe. This role will develop and manage regional service infrastructure, deliver outstanding customer support, ensure compliance with regulatory requirements, and drive service revenue growth. The position serves as the primary liaison between European customers, distributors, field service engineers, and SCITION`S global service, engineering, production, and finance teams. In addition, you will provide expert technical support in repairing, testing, calibrating, and installing advanced laser systems. In this role, you'll interact with customers, maintain accurate service records, and ensure equipment meets specifications — all while building strong relationships within the Sales and Service teams.

Key Responsibilities

• Provide technical support for the repair, testing, calibration, and installation of laser systems (Nd:YAG, Er:YAG, and intense pulsed light), sub-systems, and sub-assemblies.
• Report to management any potential issues that could impact the timely completion of assigned tasks, equipment shortcomings, or complex equipment problems.
• Upgrade, service, and maintain medical laser systems (Nd:YAG, Er:YAG, and intense pulsed light).
• Deliver professional, courteous, prompt, and skilled technical service to Sciton customers.
• Use your technical troubleshooting expertise and customer support background to provide frontline support to customers encountering technical issues.
• Respond to service requests and ensure on-site repairs are performed within 48 hours.
• Collaborate with colleagues to establish, maintain, and update technical support processes and FAQs.
• Take initiative to improve service department processes and ensure customer satisfaction.
• Build trust with customers by demonstrating integrity and accountability.
• Partner with cross-functional Sciton departments to ensure coordinated, effective communication and support.
• Support and hold the team accountable, driving development and corporate culture.
• Maintain complete and accurate service records.
• Ensure all work is conducted in compliance with local and national regulations.
• Build strong company and product knowledge.
• Maintain excellent customer relationship skills.
• Ensure product alignment and certification to technical specifications.
• Interact with EU service partners and customers.
• Monitor and report on escalated issues and customer accounts.
• Provide on-site technical support to customers as needed.
• Foster positive relationships within the global Sales and Service teams.

Qualifications & Requirements

• 10–15 years of related field service experience, specifically troubleshooting medical laser equipment.
• 5–10 years of leadership experience.
• Bachelor's or associate degree in electronics, or specialization in laser technology (or equivalent).
• Strong communication skills - fluency in English is required. German and French language skills are preferred.
• Proven track record in managing and resolving escalated service issues.
• Demonstrated experience in electronic systems troubleshooting, technical support, customer service, and dispatch.
• Experience in the medical device industry is required.
• Solid knowledge of optics, electronics, cooling systems, power supplies, and laser systems.
• Intermediate proficiency in Microsoft Word and Excel.
• Working understanding of customer needs in a medical environment.
• Familiarity with basic laser technologies and applications.
• Ability to work independently and within a global team across multiple time zones.
• Ability to manage competing demands while maintaining high output.
• Willingness and ability to travel within Europe and internationally.
• Legally eligible to live and work in Europe.
• Excellent oral and written English communication skills.
• Valid driver's license.
• Right to work in Germany and/or the European Union.

For further information, please contact:

Samra Acar, CHRO