Technical Support Specialist

Company Overview

LENSAR, Inc. is the leader in advanced robotic laser technology for refractive cataract surgery. LENSAR''s laser systems offer cataract surgeons superior precision and accuracy, while optimizing overall visual outcomes. Our mission is to take the time to understand the needs of surgeons and their patients so that we can innovate our technology to ensure we meet their dynamic needs.

Interested in starting a career at LENSAR?

As a global leader in next generation robotic laser for cataract surgery, our success depends on talented and motivated individuals who share our passion for making a difference in patients' lives. We pride ourselves on having a highly collaborative, innovative environment where initiatives and teamwork are valued, and individual efforts are recognized. Together we are one team one vision.

POSITION SUMMARY

The Technical Support Specialist (TSS) is responsible for providing phone and technical support for the field personnel and external customers, service requirements for new products and introduction of new products into the field, product and process improvements, service documentation, and training of Field Service Engineers. The TSS works closely with colleagues from Customer Service, R&D, Product Engineering, Manufacturing, and Clinical Applications.

The TSS works independently under stressful situations (time-pressure, expectations), understands the importance of customer satisfaction, and succeeds through dedication, enthusiasm, cooperation, technical capabilities and enabling a network of expert people within LENSAR.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide phone support and technical assistance for LENSAR customers relating to any operational and/or performance issues or general questions/concerns of the LENSAR systems.
• Provide phone and technical support for field personnel to repair and maintenance the LENSAR systems located at customer sites.
• Provide service support for the development and release of new products and upgrades. This includes defining tooling, testing requirements, repair and installation procedures and pretesting system and procedures prior to release to the field.
• Proactive review of system issues and trends based on historical data to ensure uptime of the machine is maximized and customer concerns with product performance and safety are quickly communicated to relevant parties.
• Define and develop service processes and training documentation.
• Assist in the training of further support staff.
• Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital, healthcare system, etc.).

KNOWLEDGE / EXPERIENCE / SKILLS / EDUCATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Bachelor's degree in engineering or equivalent in work experience.
• At least 3 years of in-house technical support or field support, engineering or manufacturing experience with high technology electrical/electronic products.
• Hands-on experience with electronic test equipment.
• Excellent problem-solving skills.
• Strong software skills (MS Office).
• Excellent communication, organizational, and customer relations skills.
• Ability to read and interpret documents such as engineering drawings, specifications, and procedures.
• The ability to travel internationally and domestically, as well as work occasional weekends.
• Ability to organize and prioritize multiple tasks with minimal supervision.

Preferred:

• Work experience with Medical Device manufacturer involving lasers and optics.
• Experience working with network configurations and components (Routers, extenders, access point, NIC's, Network Attached Storage)

PHYSICAL DEMANDS

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Technical Support Specialist's job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Technical Support Specialist's duties and responsibilities.

The employee must lift, move, and control physical inventory, office supplies, or stored records weighing up to 50 pounds on a regular basis. Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, and/or in manipulating things. While performing the duties of this job, the employee is regularly required to communicate in person and on a telephone. The employee is frequently required to remain stationary and work on a computer.

WORK ENVIRONMENT

While performing the duties of this position, the employee works near and around moving mechanical parts, and is exposed to laser radiation and vibration. The noise level in the work environment is usually moderate.

In addition to a competitive salary, below are further benefits/rewards offered by LENSAR, Inc.:

• Annual bonus opportunity
• Company matched 401(k) plan with eligibility day one and immediate vesting
• Employee Stock Purchase Plan (ESPP) and other company equity programs
• Employer-sponsored comprehensive health plans- medical/dental/vision
• Employer-paid disability insurance
• Voluntary life insurance
• Generous company holiday schedule
• Paid time off program
• Company-wide paid shutdown during the holidays