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. In addition to our Technical Support team, our in-field Field Service Engineers (FSE’s) are also held to the highest standards of quality, offering you an extra measure of confidence. All of our FSE’s carry highly specialized tools and equipment designed specifically for your Candela device and continually trained to ensure the quality of repair and ultimately, patient safety.
Inconsistent, improper or untimely 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 Technical Support team and FSE’s to verify that the device is functioning at ideal performance levels before it is available for patient use. If these tests are not performed or do not run successfully, the device may not be optimized for successful patient outcomes.
If the Candela Technical Support team is unable to resolve an issue, a Candela FSE will be dispatched to a customer site. A site visit can typically be arranged during a customer’s initial call, with the engineer being able to attend within 24 to 48 hours from that time. This timely approach allows for convenient, flexible scheduling that respects your schedule and minimizes potential disruption caused by unscheduled visits. Candela’s FSE’s are strategically located around the UK and Ireland, so someone is always close by.