Service Engineer, Medical Technology

The Service Engineer is responsible for service of the entire Southern Regions in Vietnam; including but not limited to:

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, specially focus on hi-end products;

• Coaching, mentoring and support technical, product knowledge for service engineers in field;

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

• Promote and apply Smart Service;

• Identifies trends and takes part in initiatives to improve things in and beyond own area (e.g., digitalization, new service model…);

• 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;

• 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);

• 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 traceability and security of spare parts and consumables for specified devices;

• 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.

Yêu cầu công việc

1. Education / Professional Certification

Bachelor of Engineering Discipline – BioMedical / Mechanical / Mechatronics / Electronics / Electrical.

2. Experience

• At least 3 years' experience in Medical Equipment technical support, computer and IT knowledge (PC repair and basic networking)

• Must possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills

• Possess good customer interactions skills

3. Knowledge / Skills / Other characteristics

• Must have knowledge in computer hardware, operating system and disk backup software, IT and networking

• Ability to troubleshoot and repair PC

• Good communication skills