Field Services Engineer

2 weeks ago

Cebu City, Central Visayas, Philippines ZEISS Medical Technology Full time

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Experienced Global Tech Recruiter | Member of IHR & HR.com Community | Global Talent Attraction Partner @ Carl Zeiss Group

ZEISS is technology and innovation. Founded in Germany in 1846, we're an internationally leading technology enterprise operating in the optics and optoelectronics industries generating more than 10.8 billion Euros in revenue with around 46,000 employees across 50 countries around the globe.

As a company wholly owned by a foundation, ZEISS is rooted in and committed to responsibility in all its activities. Therefore, 15% of revenue are currently invested in science and R&D. As the pioneer of scientific optics, we continue to challenge the limits of human imagination. With our passion for excellence, we create value for our customers and inspire the world to see in new ways.

We're looking for a Field Service Engineer to join us in Cebu City, Philippines.

Position Summary

This job is about providing excellent service for the assigned products. You will support the sales team by helping with demos, exhibitions, and trade shows. This includes offering technical support like installation, setup, repairs, calibration, and regular maintenance for customers. You will also work closely with the Service Administrator to meet service schedules and make sure all tasks are done on time.

The role of Field Service Engineer will involve:

  1. Perform technical support and customer care activities including diagnosis and troubleshooting.
  2. Engage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers' sites)
  3. Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekends
  4. Perform regular, thorough functional checks, audits on equipment and ensure timely reporting of any deficiencies in addition of corrective action
  5. Perform LAN integration & resolve connectivity issues pertaining to medical devices & Data Mgt Systems / Cloud based solutions / Patient Mgt Systems within customer's IT environment.
  6. Resolve issues related to computer Operating System / Security / Fire wall settings.
  7. Perform troubleshooting on device / software on workstation pc using remote software tools.
  8. Collect market competitive intelligence data while at customers' sites
  9. Occasionally render support to Service teams based outside of home country including traveling to sites
  10. Support company's revenue by growing and selling service contracts including ensuring parts sale are profitable
  11. Collaborate and partner with internal (sales, marketing, service admin, operations) teams on all technical and service-related matters
  12. Responsible for all KPIs as agreed including NPS, CSI, response and resolution time.
  13. Timely report to Service Manager in case there are systemic quality issues
  14. Pro-actively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch points
  15. Be an ambassador for ZEISS and always represent the company positively

Operational:

  1. Effectively use of Mobile X / Service CRM
  2. Timely update of daily service activities / schedules in OUTLOOK calendar (eg: service orders are regularly updated to reflect current work status and to completed status when jobs are finished)

Your Experience

  • Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification
  • Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledge
  • Knowledge with networks, healthcare IT, Data Mgt / Patient Mg systems necessary
  • Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills.
  • Passion for customer success and focus on creating value for customer
  • Demonstrated initiative through problem-solving, system thinking and prioritization
  • Demonstrated ability to communicate professionally, both written and orally in English at the least to a wide variety of audiences.
  • Demonstrates flexibility in operational style to meet the requirements of objectives.
  • Must have good knowledge in computer hardware, operating system and disk backup software, IT connectivity and networking.
  • Sound ability to troubleshoot and manage complexity

Apply now to take the next step in joining ZEISS, where you can push technological boundaries, shape markets and contribute to the advancement of society.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, ideology, disability, age or sexual orientation and identity.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Engineering and Customer Service
  • Industries: Medical Equipment Manufacturing and Manufacturing
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