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:
- Ensure high quality after sales service and support in region/product assigned.
- 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;
- Responsible for service quality of installation, PM, troubleshooting, repair equipment in in charge area/team;
Primary duties and responsibilities
Technical and Field Service:
- Report to Line Manager in case there are systemic quality issues (recall issues...).
- 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;
- Standardize technical document for servicing equipment and others requirement for team objective achievement;
- Responsible for service quality of installation, PM, troubleshooting, repair equipment in specified region in Vietnam;
- Carry out installation, commissioning and warranty service activities;
- Promote and apply Smart Service;
- Perform field service machine repair, calibration and preventive maintenance;
Customer Services:
- 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.
- Develop and maintain strong relationships with all levels of customer&039;s Biomedical team, including End- users to achieve high levels of customer satisfaction;
- Ensure full coverage of all customer complaints and feedback as well as service activities in NPS service including all relevant details;
After sales support:
- Support in local and regional exhibition and seminar;
- Connect with other teams and bridges silos (e.g., Sales team, Product team...);
- 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;
- Actively build and uses a personal network within and outside of company.
Management
- Ensure calibration standards and tools validity for specified tools;
- Plan and recommend spare part requirements for specified devices;
- Plan and recommend service tool requirements for specified tools;
- Constantly updating the customer database of assigned territory.
- Ensure service orders are regularly updated to reflect current work status and to completed status when jobs are finished;
- Ensure continuously high standards of Best- in- Class service;
- Support maximized teamwork;
Others
- Other duties may be assigned by the management;
- Conduct business in full compliance with Zeiss Code of Conduct.

Education / Professional Certification
- Bachelor or Master of Engineering Discipline – Bio Engineering / Mechanical / Mechatronics / Electronics / Electrical.
Experience
- Over 1 years of medical device experience or equivalent;
Knowledge / Skills / Other characteristics
- Good Technical/Product knowledge in Ophthalmology and/or Surgery medical device;
- Maintain clear communication with the customer regarding mutual expectations and monitor customer satisfaction;
- Self- driven and result- orientated;
- Good presentation skill;
- Good in teamwork;
- Understanding of how Service leads to customer success.
- Profound Technical/ Engineering knowledge;
- Conversant in both English and Vietnamese (communication and writing).
Working conditions & Other Attributes.
- Exposed to biohazard environments.
- Must be able to travel extensively and work in stressful environment;
- Able to work on odd hours or weekend;

Internal training programs with career development opportunities
Health and accident insurance
The employee is entitled to full social insurance benefits as prescribed by law.
Internal training programs with career development opportunities
13th month salary

Cập nhật gần nhất lúc: 2024-12-05 01:30:02