EMEA Service Engineer

About Lumenis

At Lumenis, our commitment to excellence and innovation is driven by the energy of more than 1,000 professionals worldwide. This allows us to deliver groundbreaking innovations in the ophthalmology and aesthetic fields and to be recognized as the undisputed world leader in energy-based medical devices.

Headquartered in Israel, we are a truly innovative and international organization with a solid global footprint in developed as well as emerging markets, such as the United States, Germany, United Kingdom, China & Hong Kong, Japan, India, Australia, Korea, Singapore and Taiwan.

About the role

The Service Engineer will be primarily based at the Kelsterbach workshop and will be responsible for ensuring the efficient operation of service activities, including the maintenance, servicing and preparation of medical laser systems. The role also involves supporting warehouse operations, coordinating the handling and packaging of devices and, occasionally, providing on-site technical support. Additionally, the engineer will contribute to resolving international technical support tickets.

Key Responsibilities

• Provide technical support to distributors across the EMEA region via email, phone and remote communication tools.
• Act as a technical escalation point for complex service issues, guiding distributors toward effective and timely resolution.
• Deliver high-level service and support with strong awareness of customer satisfaction, professionalism and urgency.
• Ensure accurate and timely documentation of technical issues, service activities and resolutions in CRM/service management systems.
• Conduct periodic visits to distributors and end-customer sites in EMEA for on-site diagnostics, field corrective maintenance and advanced troubleshooting.
• Manage incoming and outgoing equipment, ensuring proper unpacking, packaging, handover to warehouse personnel.
• Provide occasional field service support including on-site installation, maintenance and repairs.
• Cooperate closely with the sales team, recognizing and fulfilling customer requirements.
• Support EMEA service team in managing and resolving technical tickets and inquiries.
• Conduct technical trainings as needed.

REQUIREMENTS

• Electronics qualification and technical education.
• Good command of the English language, both written and spoken.
• Reliable and competent use of the service software.
• Good proficiency in Microsoft Outlook and Microsoft Teams.
• Excellent organizational and planning abilities.
• Effective communication and interpersonal skills.
• Flexible and willing to travel for occasional field operations.
• Previous experience in workshop and/or field service environment highly desirable.
• Ideally, experience with medical laser systems or medical technology.

Candidates are requested to submit their CVs in English.