Job description
The Field Support Engineer II, with limited supervision, installs, repairs, upgrades and performs preventative maintenance on specified Carl Zeiss Meditec instrumentation in a designated field service territory. Represents Carl Zeiss Meditec at customer locations and works to achieve a high level of customer satisfaction. Responsible for all company issued property (inventory, tools, diagnostic equipment, vehicle, etc.) in accordance with company policies. Maintains a high level of professional communication with their team, customers, management, Sales and Technical Support.
ESSENTIAL FUNCTIONS:
- Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines.
- Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being.
- Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database.
- Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures.
- Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy.
- Support revenue growth through the promotion and retention of service agreements.
- Interface with customers in a professional, pleasant and calm demeanor.
- Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.
ADDITIONAL RESPONSIBILITIES:
Maintains company-issued test equipment and support tools, including spare parts.
Installation and maintenance of equipment at trade shows, as requested and required
REQUIREMENTS:
- Minimum of three (3) years of related experience in Electronics, Fine Mechanics, Optics or Medical Field Service.
- BS in Electronics, Engineering, or Computer Technology and related fields preferred.
- A+ and Net+ certification preferred.
- Ability to think through difficult customer issues and generate satisfactory customer satisfaction results.
- Must be self-directed , able to work independently with limited management oversight.
- Must have good verbal and written communication skills.
- Must have strong computer skills.
- Must be able to pass required training to service fine mechanics and optics. Ability to effectively service the equipment on which training is completed.
- Multiple project and time management skills are required.
SPECIAL DEMANDS:
Extensive overnight travel is required by automobile and air.
Must be able to travel in the US and internationally for training, meetings, exhibit support and coverage outside assigned territory. The FSE must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
The position requires an average of four (4) hours driving for service calls, per day. Must have a valid driver’s license and good driving record.
Must be able to lift up to 80 pounds. Thirty percent of the average workday is spent standing or walking.
Your ZEISS Recruiting Team:
Tina Eilerman
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