Job Description

1. Technical and Field Service:

- Carry out installation and warranty service activities;

- Perform field service machine repair, calibration and preventive maintenance;

- Responsible for service quality of installation, troubleshooting, repair equipment in specified region in Vietnam.

- Coaching, mentoring and support technical knowledge for other service engineers in field;

- Standardize technical document for servicing equipment and others requirement for team objective achievement;

- 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 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);

- Connect with other teams and bridges silos (e.g., Sales team, Product team…);

- Actively build and use 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 and 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.

Education / Professional Certification

Minimum Diploma in Information Technology/ Automation Engineering or Bachelor in Information Technology / Engineering. Preferably from the medical/optical industry

Experience

At least 2 – 3 years of engineering, medical/optical equipment or related work experience

Knowledge / Skills / Other characteristics

Good communication and interpersonal skills

Strong problem-solving skills

Able to tactfully handle stressful and difficult situation

Detailed orientated and work with high level of accuracy

Technically sound with knowledge in computer networking skills

Knowledge of Microsoft Office applications

Good commercial sense and business acumen

Your ZEISS Recruiting Team:

Doan Le Thuy Duong, Nguyen Thi Hong Hanh