Field Service Coordinator II

Company Description

Cutera is a leading global aesthetics device company with a comprehensive product portfolio and a global distribution footprint. We are a fast-paced, high-tech medical device company looking for the right person to help grow our business and reap the rewards of doing it! We hire the best people and provide them the best comp and benefits to help improve their lives. Read more at www.cutera.com

Job Description

Shift: Monday - Friday, 7:00 AM PT - 4:00 PM PT

Position Summary:

As a Field Service Coordinator for the North American field service team and Cutera customers, you will serve as a crucial link between our field service engineers, customers, and internal teams in HQ.

In this multifaceted role, you will coordinate field service engineers in the US and work closely with HQ technical support engineers, field service engineers, and customers for field service schedules, part orders, and shipping. Strong customer service skills are essential for success in this role, along with strong organizational skills, exceptional communication abilities, and the ability to work collaboratively within a dynamic team.

Duties & Responsibilities:

• Schedule and coordinate field service engineer visits to customer sites for the installation, maintenance, and repair of Cutera laser systems.
• Act as the primary point of contact for customers, providing them with timely updates on service appointments, addressing inquiries or concerns, and ensuring a high level of customer satisfaction.
• Collaborate closely with field service engineers to ensure they have the necessary tools, equipment, and documentation required for their service visits.
• Provide end-user tech support via help desk channels (this could consist of phone, email, Teams, or web chat) and order the required parts and components for service visits.
• Manage the packing and preparation of parts and equipment for field service appointments.
• Utilize Salesforce and ERP system to open service cases, create work orders, and schedule service appointments.
• Coordinate logistics related to field service operations, such as equipment shipments, returns, and repairs.
• Assist in developing and maintaining service schedules and resource allocation.
• Provide administrative support for the field service team, including data entry, report generation, and documentation management.
• Collaborate with internal teams, such as product development and logistics, to ensure effective communication and resolution of customer issues.
• Maintain a strong commitment to customer satisfaction by ensuring high-quality service delivery and proactive problem-solving.
• Contribute to the continuous improvement of service processes and procedures.
• Other duties as required.

Qualifications

Minimum Requirements and Qualifications:

• Associate degree or equivalent work experience.
• Minimum of 1 year of experience in dispatching, customer support, or field service coordination.
• Minimum of 1 year of experience providing technical support and/or troubleshooting support.
• Strong customer service skills with a focus on ensuring customer satisfaction.
• Strong organizational and multitasking skills, with attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in using Salesforce and ERP systems for service management.
• Ability to work effectively in a team-oriented environment.

Preferred Qualifications:

• Bilingual or multilingual skills including Spanish, French, German, etc.

Additional Information

Compensation:

Cutera expects to reasonably pay in the range listed below for this position based on the city and state listed in the job posting. The actual compensation is influenced by a wide array of factors, including but not limited to skill set, level of experience, education, and candidate residence if the position is remote or field-based.

Salary range: $80,000 - $90,000

All your information will be kept confidential according to EEO guidelines.

If you are ready to become part of our spectacular, growing, and FUN company, then apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Applicants responding to this posting must be able to provide proof of eligibility to work in the United States. Competitive salary, benefits, ESPP and stock options. Cutera is an Equal Employment Opportunity Employer.