Technical Support Engineer - Freiburg

Position: Technical Support Engineer - Freiburg

Location: Freiburg, Germany

Job Id: 527

# of Openings: 1

Equal Opportunity Sciton is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnic origin, gender, religion or belief, disability, age, or sexual orientation, in accordance with the German General Equal Treatment Act (AGG).

Job Summary

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.

Compensation and Benefits

The salary range is €65,000 - €75,000k gross per year. In addition to a competitive market‑based salary, Sciton offers the opportunity to participate in a global equity program (subject to role and eligibility), an annual performance bonus, paid holiday leave in accordance with German labor laws, retirement contributions and social insurance benefits, as well as opportunities for learning, development, and cross‑functional collaboration within a dynamic and growing company.

FULL‑TIME/PART‑TIME Full‑Time (40h/week)

POSITION Technical Support Engineer - Freiburg

LOCATION Freiburg, Germany (On‑Site)