Service Solutions Advisor (Irving, TX)

Globally recognized for exceptional product performance and versatility, Fotona develops award-winning aesthetic, medical, and dental lasers. With over 50 years of laser expertise and industry leadership, Fotona has sold over 30,000 lasers worldwide with distribution in over 60 countries. Fotona’s reputation for excellence is earned from its dedication to R&D, unparalleled quality, reliability, ease of use, and durability.

Fotona is seeking a Service Solutions Advisor to join our team based at our US headquarters in Irving, Texas. This newly created role will be a key team player in the Service Department leading the extended warranty, service agreement, and periodic maintenance sales initiatives as well as providing support for our customers around the US.

In this role, you'll be the key driver in boosting sales for extended warranties, service agreements, and maintenance plans for our high-end medical equipment. You'll connect with a large portfolio of existing customers weekly, building relationships and proactively addressing their needs. This involves monitoring of contracts and detailed documentation to share best practices with the larger customer service team. Beyond sales, you'll be trained to diagnose basic laser system issues and will provide essential support during our transition to a new ERP system, ensuring accurate contract data entry.

This person will succeed in the role by employing a strong combination of exceptional customer service, team collaboration, and dedication.   

Key Responsibilities:

• Drive meaningful sales growth in extended warranties, service agreements, and periodic maintenance for high-end medical equipment.
• Connect with 150 - 250 existing customers per week by developing and maintaining a call log (no cold calls required).
• Monitor all existing contracts, proactively engaging with customers.
• Document your “wins” and “fails” to develop best practices and facilitate continuous improvement..
• Lead and mentor other representatives in the department, fostering a collaborative environment and employee development.
• Manage all responsibilities of the Customer Service Representative including diagnosing basic laser system issues (training available).
• Support the transition to a new ERP system including accurate entry of contract data.

Skills and Abilities:

• BE MOTIVATED: You demonstrate a proactive approach, and an ability to work well with little direct supervision achieving and exceeding sales targets.
• BE COMMUNICATIVE: You are an active listener and a clear and articulate speaker who has the ability to interact effectively with doctors, their staff, and technical personnel.
• BE CURIOUS: You have an aptitude with technology and electronics, curiosity about new products and approaches, and a get-to-know-how-it-works attitude with strong problem-solving skills and a knack for troubleshooting.
• BE ORGANIZED: You're good at planning your work, staying organized, and prioritizing tasks to meet deadlines. You get a lot done without wasting time or resources.
• DEMONSTRATE FOLLOW THROUGH: You're determined and don't give up easily, even when faced with challenges. You prioritize keeping your promises and commitments.
• BE ENTHUSIASTIC: You exhibit passion and excitement over the work and have an infectious can-do attitude.
• BE A LEADER AND TEAM PLAYER: You reach out to peers and cooperate with supervisors to establish a collaborative working environment that shares best practices.
• SET HIGH STANDARDS: You have a track record of working hard, creating and executing on continuous improvement opportunities, and you demonstrate how to do the right thing, even when it’s difficult.

Requirements:

• 5 years in B2B sales, technical support, and/or customer service for high-ticket items.
• Demonstrated success in driving growth through selling warranties, service agreements, and periodic maintenance plans.
• Ability to stand, lift, push/pull, bend, squat, stretch, reach, twist/turn, walk, and reach throughout the day, ability to work at a computer and sit for extended periods.
• Bachelor's preferred.

Compensation:

• Competitive pay based on experience.
• Excellent benefits package including Medical, Dental, Vision, and Life & AD&D Insurance.
• 401(k) with matching.
• Opportunity to develop and grow a career within a fast-growing and industry-leading company.

*Fotona is an equal-opportunity employer.