Service Engineer, Medical Technology

The Service Engineer is responsible for service of the entire Southern Regions in Vietnam; including but not limited to:
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, specially focus on hi-end products;
• Coaching, mentoring and support technical, product knowledge for service engineers in field;
• Standardize technical document for servicing equipment and others requirement for team objective achievement;
• Promote and apply Smart Service;
• Identifies trends and takes part in initiatives to improve things in and beyond own area (e.g., digitalization, new service model...);
• 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;
• Solid 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 traceability and security of spare parts and consumables for specified devices;
• 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.