Service Engineer, MED

• 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 to 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 service-related 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 representing the company positively

• Effective use of Mobile X / Service CRM
• Timely update of daily service activities and schedules

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

• 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 Mgt systems necessary

• 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 problem-solving, 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

Zeiss