Services Engineer

Purpose of this position / Position summary Reporting to the Service Team Lead, Medical Technology Business Group, the Service Engineer is responsible for service of the entire specified region in Vietnam; including but not limited to:- Responsible for service quality of installation, PM, troubleshooting, repair equipment in in charge area/team;- Planning to push up sales spare part and service contract in specified region/account/Product assigned;- Responsible for service tools and spare part inventory management for assigned products;- Ensure high quality after sales service and support in region/product assigned.Primary duties and responsibilities 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;- Standardize technical document for servicing equipment and others requirement for team objective achievement;- Promote and apply Smart Service;- 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;- 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 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.5. Others- Other duties may be assigned by the management;- Conduct business in full compliance with Zeiss Code of Conduct.