Services Engineer

Purpose of this position / Position summary

Reporting to the Service Team Lead, Medical Technology Business Group, the Service Engineer is responsible for service of the entire specified region in Vietnam; including but not limited to:

- Responsible for service quality of installation, PM, troubleshooting, repair equipment in in charge area/team;

- Planning to push up sales spare part and service contract in specified region/account/Product assigned;

- Responsible for service tools and spare part inventory management for assigned products;

- Ensure high quality after sales service and support in region/product assigned.

Primary duties and responsibilities

1. Technical and Field Service:

- Carry out installation, commissioning and warranty service activities;

- Perform field service machine repair, calibration and preventive maintenance;

- Responsible for service quality of installation, PM, troubleshooting, repair equipment in specified region in Vietnam;

- Standardize technical document for servicing equipment and others requirement for team objective achievement;

- Promote and apply Smart Service;

- Provide weekly/monthly service report and action plan to line manager, reflecting the activities required in each account to achieve service objectives and maximize potential within the territory;

- Report to Line Manager in case there are systemic quality issues (recall issues…).

2. Customer Services:

- Ensure full coverage of all customer complaints and feedback as well as service activities in NPS service including all relevant details;

- Develop and maintain strong relationships with all levels of customer's Biomedical team, including End-users to achieve high levels of customer satisfaction;

- Keep qualification level of service (competency levels, locations) on a high level and ensure a customer service mindset;

- Understanding of how Service leads to customer success.

3. After sales support:

- Co-ordinate and deliver customer training sessions (basic level: instruction for use and customer maintenance);

- Support for training activities for customer in Zeiss training center and/or at customer site;

- Support in local and regional exhibition and seminar;

- Connect with other teams and bridges silos (e.g., Sales team, Product team…);

- Actively build and uses a personal network within and outside of company.

4. Management

- Ensure continuously high standards of Best-in-Class service;

- Ensure calibration standards and tools validity for specified tools;

- Plan and recommend service tool requirements for specified tools;

- Plan and recommend spare part requirements for specified devices;

- Ensure service orders are regularly updated to reflect current work status and to completed status when jobs are finished;

- Support maximized teamwork;

- Constantly updating the customer database of assigned territory.

5. Others

- Other duties may be assigned by the management;

- Conduct business in full compliance with Zeiss Code of Conduct.

1. Education / Professional Certification

- Bachelor or Master of Engineering Discipline – Bio Engineering / Mechanical / Mechatronics / Electronics / Electrical.

2. Experience

- Over 1 years of medical device experience or equivalent;

3. Knowledge / Skills / Other characteristics

- Good Technical/Product knowledge in Ophthalmology and/or Surgery medical device;

- Good in teamwork;

- Profound Technical/ Engineering knowledge;

- Maintain clear communication with the customer regarding mutual expectations and monitor customer satisfaction;

- Understanding of how Service leads to customer success.

- Self-driven and result-orientated;

- Good presentation skill;

- Conversant in both English and Vietnamese (communication and writing).

4. Working conditions & Other Attributes.

- Must be able to travel extensively and work in stressful environment;

- Able to work on odd hours or weekend;

- Exposed to biohazard environments.