Job Description

Key Responsibilities

Field Support & Training

• Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region, ensuring timely and effective service for both academic and industrial customers.
• Perform equipment installations, user training, and commissioning to ensure customers can operate the equipment effectively and independently.
• Collaborate with Sales and PASS team to address customer-specific needs during installations and training

Technical Troubleshooting & Maintenance

• Diagnose and resolve technical issues promptly to minimize customer downtime and maintain equipment reliability.
• Conduct regular maintenance, calibration, and repair services to ensure optimal performance and extend the lifespan of SMS products.
• Utilize advanced diagnostic tools and techniques to identify root causes of recurring issues and implement long-term solutions.

Mobile X and CRM Administrative Task

• Submit CCT tickets for all service-related jobs to ensure proper tracking, resolution, and accountability.
• Complete all necessary documentation and updates in the Service CRM system, ensuring accurate service records and compliance with internal processes.
• Maintain organized records of service activities to support reporting, analysis, and continuous improvement initiatives.

Customer Engagement

• Foster strong relationships with customers by ensuring interactions at every touchpoint, from initial contact to post-service follow-ups.
• Address technical inquiries and provide clear, actionable solutions to meet customer needs.
• Actively follow up on customer feedback to identify areas for improvement and ensure high levels of satisfaction.
• Represent the company professionally to maintain and enhance the ZEISS brand image.

Technical Support

• Provide technical expertise and support during product demonstrations and exhibitions to assist the Sales and PASS team in showcasing product capabilities.
• Conduct functional checks on equipment to ensure readiness and reliability for demonstrations and events.
• Report systemic quality issues or recurring problems to the Service Manager to support continuous product improvement and customer satisfaction.

After Sales Lifecycle

• Promote and sell service contracts, upgrades, and accessories to customers, driving recurring revenue and enhancing customer value.
• Identify opportunities to upsell or cross-sell additional services or products based on customer needs and equipment lifecycle stages.
• Ensure profitability on all parts sold by maintaining cost efficiency, proper pricing strategies, and value delivery.

Industrial Customer Focus

• Enhance satisfaction among industrial customers, particularly tier-1 accounts, by implementing projects to improve equipment uptime and reliability.
• Collaborate with customers to identify pain points and develop tailored solutions to meet their operational needs.
• Focus on growing recurring revenue streams through lifecycle innovations, such as service contracts, upgrades, and proactive maintenance programs, specifically targeting key industrial customer segments.

Requirements

• Bachelor’s Degree in Engineering or a related technical field

• 5 years of proven experience in field service, with a strong emphasis on technical troubleshooting, maintenance, and repair of complex equipment.
• Proficiency in operating photomask repair tools, such as Focused Ion Beam (FIB) systems, Laser-based repair systems and Electron-beam lithography tools.
• Demonstrated ability to manage on-site installations, commissioning, and user training.
• Prior experience within Semiconductor or Industrial sector is a plus
• Strong communication skills with the ability to build rapport and interact effectively with customers
• Excellent problem-solving and troubleshooting skills.
• Customer-centric mindset with a focus on delivering high-quality service.
• Ability to work independently with minimal supervision.
• Strong communication and collaboration skills to work effectively with internal teams and customers.
• Proactive approach to identifying opportunities for improvement and driving business growth.
• Has a valid driving license.
• Able to travel for training.
• Weekend standby and support may be required at times, depending on the
  business needs and outlook.

Your ZEISS Recruiting Team:

Rebecca Felix