Why Milan Laser Hair Removal?
Milan Laser stands as the largest and most premier laser hair removal company in the nation. We are also honored to be a recipient of the prestigious Best Places to Work in Omaha 2024 award, a testament to our commitment to excellence and exceptional culture! With 390+ current locations throughout 35 states and plans to expand into a national brand, this is a very exciting time to join the Milan team!
Because it’s fun and progressive. We’re not like other companies where you’re just a number. We are seeking independent thinkers who can add true value to our team.
Because, benefits. Milan will take care of you with paid vacation, 401k, full health, dental and vision. Oh and free laser hair removal. You won’t find that at other corporate gigs.
Because, growing is good. We’re always expanding, improving and looking for people ready for a challenge. Our team members learn the business from the inside-out and as our business grows, the opportunities abound.
Position Summary:
Milan Laser Hair Removal is looking for a Senior Laser Services Specialist who will be responsible for providing world class support to field teams by troubleshooting laser equipment issues, and ensuring timely resolution of all technical issues. The role requires a proactive individual with strong problem-solving skills, excellent communication abilities, and a deep understanding of technical equipment troubleshooting. The demands of this role are best met by someone able to work independently with minimal supervision, but also collaborate on a multi-functional team.
Serve as technical expert for the team to service repairs, conduct quarterly preventive maintenance, and install laser equipment.
Status: Full-time
Location: Omaha, NE - on-site
Responsibilities:
Field Support: Serve as the first point of contact for clinics experiencing issues with laser equipment. Respond to phone inquiries, assess the situation, and provide accurate troubleshooting guidance.
Case Management: Open and manage support cases in the system. Ensure that all necessary information is documented, and track the progress of each case from initiation to resolution.
Work Order Submission: If parts are needed for repair, accurately identify and submit work orders. Collaborate with the procurement team to ensure parts are in stock, and work with the distribution center for timely shipping of parts to the clinics.
Technician Dispatch: Coordinate and dispatch field technicians to clinics for on-site repairs. Ensure technicians are provided with all necessary information and parts to complete the repair efficiently.
Warranty Processing: Review and process applicable warranties. Ensure that warranty claims are handled according to company policies and procedures.
Quality Assurance: After a case is closed, conduct a thorough quality assurance check to ensure that the issue has been resolved to the company’s satisfaction. Follow up with clinics as needed to confirm the successful operation of the laser equipment.
Technician Meter Calibration: Calibrate technicians' meters regularly to ensure safety and compliance with industry standards and regulations.
Technician Tool Kit: Liaison between procurement and technicians to ensure all necessary tools are available, maintained, and in compliance with safety standards.
Collaboration: Work closely with the distribution center to manage the shipping of parts and ensure timely delivery to clinics. Coordinate with the procurement team to monitor inventory levels and ensure that necessary parts are available when needed.
Documentation: Maintain detailed and accurate records of all support interactions, troubleshooting steps, and resolutions. Update internal knowledge bases as needed.
Continuous Improvement: Identify common issues and trends in equipment failures, and provide feedback to upper management to improve product & processes.
Requirements
An Associate's or Bachelor's degree in a related field is preferred but not required. Relevant technical certifications are a plus.
Experience: Minimum of 4 years of experience in troubleshooting technical equipment in a medical or laser technology environment required.
Ability to obtain Candela certification required.
Technical Skills: Strong understanding of equipment technology and the ability to troubleshoot complex technical issues.
Communication: Excellent verbal and written communication skills. Ability to explain technical concepts clearly and concisely to non-technical users.
Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and provide quick, effective solutions.
Customer Service: Demonstrated ability to provide exceptional customer service and handle challenging situations with professionalism.
Organizational Skills: Strong attention to detail and the ability to manage multiple cases simultaneously.
Technical Proficiency: Comfortable using case management software, CRM systems, and other technical tools.
This position operates during standard business hours, with a rotating on-call schedule to ensure proper support coverage during evenings and weekends.
Benefits Include:
Medical, dental, vision, disability and life insurance within 30 days
401k retirement plan with vested employer match
Unlimited PTO
Employee and spouse or legal partner receive free laser hair removal services
Professional liability insurance provided
Cell phone stipend
Career advancement opportunities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Equal Opportunity Employer
