Service Commitment


Candela offers a variety of flexible programs to ensure optimal performance from your device. From dedicated Technical Support resources and Field Service Engineers, to robust warranty and maintenance programs, you can rest assured that your investment is working as hard as you are. That is our commitment to you.

Technical Support Phone: 1.800.733.8550 Option 2

Service Support

technical support

Technical Support


Candela’s Technical Support team is on stand-by and ready for you. As your first line of support, the Candela Technical Support team can remediate most challenges.

Technical Support Phone: 1.800.733.8550 Option 2

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field service engineers

Field Service Engineers


Nobody knows the Candela products better than the Candela Field Services team. The Field Service Engineers provide on-site service and support and offer the highest standards of quality, consistency and responsiveness.

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service agreement

Flexible Service Agreements


Candela offers preventative and as-needed maintenance services and service agreements that are designed to help maintain optimal performance and reliability of your device, reduce administrative burden and safeguard your investment.

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preventative maintenance

Preventative Maintenance Plans


Proactive and preventative care of your devices can help avoid costly downtime, maintain patient safety, and deliver consistent, effective results.

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Candela’s Service Commitment is based on steadfast quality, consistency and responsiveness.

Quality


The quality management process at Candela is based on regulatory standards published by various agencies and international standards committees. The Candela Service team views these standards as the threshold of quality delivery, service and the use of genuine Candela parts. Non-manufacturer, third-party providers are not always required to comply with these regulatory standards, or use certified parts, which may pose a risk to the operation and performance of the device. The Candela Field Service Engineers and Technicians are held to the highest standards of quality to give our customers an extra measure of confidence. Additionally, all our Field Service Engineers carry highly-specialized tooling and equipment and participate in continued device training to ensure the quality of repair and ultimately patient safety.

Consistency


Candela Field Service Engineers and Technicians adhere strictly to manufacturer-recommended specifications, use only genuine Candela parts and follow manufacturer-specified periodic maintenance schedules at all times. Inconsistent, improper or untimely preventive maintenance and repairs can increase total cost of ownership. As a result, customers can feel confident their devices are maintained to the same standards every time, whether they are serviced in the field or the factory.

Service standards go hand-in-hand with Candela manufacturing standards and this alignment drives consistency. Specific testing methodology developed by Candela is applied at the end of every service activity. It enables the Candela Field Service Engineers to verify that the device is functioning at optimal performance before it is available for patient use. If these tests are not run or not run successfully, the device is not ready for patient use. All testing- and diagnostic-related activities are logged on the device to validate the consistency and thoroughness of all repair activity. Your device software will also keep you up-to-date with all your device's updates and upgrade information.

Responsiveness


Candela prides itself on being able to respond to customers needs quickly. The fastest way to connect is to contact our Technical Support line. Technical Support representatives will be able to assess the situation and provide the service you need. If onsite service is needed, our Candela Field Service Engineers are available. Regionally located across the U.S. an serving more than 50 countries worldwide, a Service Engineer is always close by. Each field location maintains an extensive parts inventory, which enhances the ability to complete any necessary repairs accurately and efficiently on the first call.

When products are sent to our factory service location, our qualified technicians work hard to diagnose and quickly repair products using only genuine Candela parts. We ensure the product is returned with minimum delay and fully functional to its original manufacturer specifications.

Technical Support

Maximizing your success with dedicated technical support


Candela prides itself on ensuring its device are of the highest quality and efficacy however, there may be times that device disruptions happen. For those times, the Candela Technical Support team is on stand-by and ready for you!

As your first line of support, the Candela Technical Support team can remediate most challenges and if they are unable to solve the problem, one of our Field Service Engineers will be dispatched for support. Driven by superior customer service and backed by a worldwide team of highly trained and experienced technical engineers, Candela strives to ensure maximum performance, reliability, and availability of your Candela devices.

We consider our Candela Field Service Engineers to be a part of our team. Someone is always here when I need them. Dr. Tong

Technical support quality

The quality management process is weaved into all that we do at Candela and our Technical Support is no different. From the delivery and installation of our devices, ongoing service requirements, and the guarantee that only genuine Candela parts are used with your service program, you can rest assured that your investments are protected.

Technical support consistency

Inconsistent or improper maintenance and repairs can lead to unnecessary costs. The specific testing methodology developed by Candela is applied at the end of every service activity. It enables our team to verify that the device is functioning at ideal performance levels. If these tests are not performed or do not run successfully, the device may not be optimized for successful patient outcomes.

Technical support responsiveness

If the Candela Technical Support team is unable to resolve an issue, a Candela FSE will be dispatched to a customer site. Candela’s FSE’s are regionally located throughout the U.S. and Canada, so someone is always close by.

Field Service Engineers

Extending your success with Candela’s certified field service engineers


You made the investment, now have peace of mind knowing that your device will always be operating at optimal performance. Candela is proud to have you partnered with our Field Service Engineers (FSE’s).

Field service engineers are medical device specialists who receive extensive training. This training includes didactic, diagnostic, and hands-on learning as well as testing and certification. As a result, our FSE’s are uniquely qualified to provide support whether it's over the phone or in person. When an on-site visit is necessary, you not only get resolution, you also get a full inspection and system check of your device to ensure all specifications are met.

Candela Service Engineers are located in every state in the U.S. and serve more than 50 countries worldwide, so a service engineer and technical support is always close by. Each field location maintains an extensive parts inventory, which enhances the ability to complete any necessary repairs accurately and efficiently on the first call.

We are proud to say our customer Net Promoter Score® (NPS®) is 9.4

When asked (on a scale of 1-10) "How likely is it that you would recommend Candela's Field Service Engineers to a friend or colleague", they answered a resounding "Yes", for their:

  • Prompt action to get service performed and completed
  • Service completed quickly and efficiently
  • Thorough communication and interaction with their Field Service Engineer
Service Agreements

When it comes to your practice, we have you covered


Candela is the only authorized service organization for its devices and uses genuine and OEM (Original Equipment Manufacturer) parts, with direct-from-the-factory support

Protecting your investment with flexible service agreements

Candela provides expert preventative and as-needed maintenance services and service agreements that are designed to help sustain optimal device performance and reliability, reduce administrative burden and safeguard your investments-enabling you to stay focused on patient care and optimal outcomes. As the manufacturer of its devices, Candela has the insight to device history and can proactively identify potential maintenance needs, install licensed software upgrades, perform calibrations and ensure your Candela device is operating at peak performance levels.

For more information about Candela's flexible service agreements, call 1.800.733.8550, Option 2 or fill out the contact request form.

What you get with Candela's Service Agreement:
  • 12-months of hassle-free maintenance includes priority scheduling and replacement of all repair parts with only OEM parts
  • One preventative maintenance visit, to include optical alignments, calibrations, software updates, fluids and system checks
  • Maximum system uptime with optimum operating performance and positive patient outcomes with highest efficiency
  • Direct access to both technical and clinical experts
  • Expedited implementation of hardware & software upgrades (performance & safety-related)
  • Official "Serviced by Candela" online badge featured on 'Find a Treatment Provider' on candelamedical.com and for use on your website
  • Dedicated, certified Candela Field Service Engineers, with an average tenure of 20 years
Preventative Maintenance

Optimizing patient safety and device reliability with preventative maintenance


Preventative maintenance can extend the life of your device, ensure it is maintaining optimal performance and reliability, reduce administrative burden and protect your investment, enabling the focus to remain on patient care and safety.

What you get with Candela's Preventative Maintenance:
  • Verify and adjust all optical alignments (laser head, fiber optic, articulated arm)
  • Ensure all energy detection circuits are calibrated
  • Ensure all temperature control circuits are calibrated
  • Ensure that all DCD circuits are calibrated
  • Ensure that output energy delivered to patient is calibrated
  • Ensure the latest operating software is installed
  • Ensure the device meets all Candela specifications
  • Ensure proper fluid levels of water & dye (if applicable)
  • Ensure that laser is set to the proper operating wavelength (Vbeam only) Install & test all delivery systems for proper operation
  • Proactive replacement of deteriorated energy output optics
  • Replacement & cleaning of all air filtration units
  • Replacement of deionized cooling water
  • Process and ship hazardous dye kit materials for proper disposal (Vbeam lasers only)

Are you ready to schedule your preventative maintenance appointment? Please complete the contact us form so we can get your device scheduled. If you prefer to schedule by phone, call Candela at 1.800.733.8550, Option 2.

Technical Support Field Service Engineers Service Agreements Preventative Maintenance

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