Laser Services Specialist - Milan Laser Hair Removal : Job Details

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 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 its fun and progressive. Were not like other companies where youre 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 wont find that at other corporate gigs.Because, growing is good. Were 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:The Laser Services Specialist will deliver expert front-line technical support to clinics by troubleshooting laser equipment issues and ensuring rapid, accurate resolutions. Manage support cases from initiation through closure while coordinating field technician dispatch, warranty processing, and parts logistics. Maintain accurate documentation, support knowledge sharing, and contribute to cross-functional collaboration with procurement, engineering, and quality teams. Act as a key partner in identifying trends, improving processes, and delivering a best-in-class customer service experience.Status: Full-time | SalariedLocation: 100% TravelResponsibilities:* Technical Support & Troubleshooting: Serve as the first point of contact for clinics experiencing laser equipment issues, providing timely, knowledgeable, and solution-oriented support. Accurately assess technical problems and guide clinics through troubleshooting steps to minimize equipment downtime. Escalate complex issues to the appropriate team while ensuring clear and thorough handoff documentation.* Case Management & Work Orders: Open and manage support cases through resolution, maintaining real-time updates and communication throughout the process. Document all troubleshooting steps, findings, and outcomes in case management systems. Submit accurate and detailed work orders to support part orders and technician dispatch.* Technician Coordination & Dispatch: Schedule and dispatch field technicians for on-site service visits, ensuring they are fully prepared with required tools, parts, and case context. Proactively monitor technician schedules and prioritize urgent service needs to maximize efficiency and service quality. Serve as a liaison between clinics and technicians to ensure smooth service delivery.* Inventory & Cross-Functional Collaboration: Monitor part availability and collaborate closely with procurement, warehouse, and distribution teams to ensure timely part fulfillment. Track shipments, confirm delivery, and troubleshoot shipping-related delays or errors.* Documentation & Knowledge Sharing: Maintain clear and detailed records of each support interaction. Contribute to the internal knowledge base by updating documentation, FAQs, and troubleshooting protocols. Support onboarding and training of new team members by sharing expertise and case management tips.* Continuous Improvement & Analytics: Identify recurring issues, trends in laser performance, or gaps in support workflows and escalate insights to leadership. Recommend improvements to internal processes, documentation, or SOPs to enhance service delivery. Participate in team huddles and debriefs to continuously evolve support practices and standards.* Other Duties: Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectivesQualifications:* High school diploma or equivalent (e.g., GED) required* Associates degree in a related field or technical certification preferred* Minimum of two years of experience troubleshooting complex equipment required. Experience troubleshooting complex equipment in a healthcare, biomedical, or laser technology environment preferred* Strong technical troubleshooting and diagnostic skills required, with the ability to quickly assess and resolve diverse technical issues required* Excellent verbal and written communication skills with a professional and empathetic phone presence required* High attention to detail and ability to manage multiple, time-sensitive cases in a fast-paced setting required* Proficiency in using CRM, case management, and inventory systems required* Strong organizational, analytical, and problem-solving abilities required* Demonstrated commitment to customer service excellence under pressure required* Availability for a rotating on-call schedule, including evenings and weekends requiredBenefits Include:* Medical, dental, vision, disability and life insurance with in 30 days* Unlimited PTO - work with your manager and take time as needed* 7 paid holidays that we are closed* $50 cell phone stipend paid out monthly* 401k retirement plan with vested 4% employer match after 90 days* Career advancement opportunities + Culture/environment* Employees and their spouse or legal partner receive free laser hair removal servicesAll potential employees of Milan will be required to successfully pass a pre-employment background check before employment. 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