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.