Field Service Engineer, Med

2 weeks ago


Singapore ZEISS Group Full time
Technical Support

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

  • Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification.
Experience

  • 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
Other skills

  • 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 problemsolving, 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

Your ZEISS Recruiting Team:
Pei Yee Tan

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