Job Description

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.

Education / Professional Certification

Bachelor of Engineering Discipline – BioMedical/ Mechanical / Mechatronics / Electronics / Electrical.

Experience

- At least 3 years' experience in Medical Equipment technical support

- Must possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills

- Possess good customer interactions skills

Knowledge / Skills / Other characteristics

- Must have knowledge in computer hardware, operating system and disk backup software, IT and networking

- Sound ability to troubleshoot and repair PC

- Good communication skills

Your ZEISS Recruiting Team:

Doan Le Thuy Duong, Nguyen Thu Trang, Sayem Chowdhury