Never miss a beat.
As your first line of support, the Candela Customer Service team can remediate most challenges and if they are unable to solve the problem, one of our Field Sales Service Engineers will be dispatched for in field 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 and reliability of your Candela devices.
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 Customer Service team, our 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, calibrated 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 Customer Service team is unable to resolve an issue, a Candela FSE will be dispatched to a customer site. An FSE on-site visit is typically arranged within 24-48 hours of a customer’s initial call. 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 regionally located throughout Australia & New Zealand, so someone is always close by.
Our Customer Service Representatives are available via phone Monday to Friday from 8:30am to 5:00pm Australian EST or via email.