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.
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.
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 and accurately repair products using only genuine Candela genuine parts. ensuring the product is returned with minimum delay and fully functional to its original manufacturer specifications.
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