• Responsible for leading and delivering high quality of customer service and support (installation and troubleshooting)
• Develop and implementing ZEISS service program including service contract and remote service (ZEISS SMART service) to achieve targeted service revenue
• Managing the selection and development of people, resources, and budgets necessary to perform the functions of the department.
• Ensuring the accuracy and completeness of all repair orders, spare part availability and return authorizations
• Manage and establish field service spare parts list, training, and support for distributors.
• Collaborate and work synergy with sales, application, logistic and administrative functions to perform services and satisfy demand.
• Continuously monitor customer satisfaction through surveys or direct feedback.
• Continuously review and monitor service work procedures, work schedules, and expedites workflow. Create standardize procedures, edit, or remove when needed to improve efficiency and electiveness operation.
• Closely work with the regional or corporate service teams to identify, develop, and coordinate various field support functions
• Ensure ongoing or critical technical situations are escalated as appropriate in a timely manner.
• Train appropriate personnel to ensure product repair and technical support knowledge is transferred across the team.
• Attract, retain, and develop the capabilities of employees within the Service function
• Demonstrate effective leadership that all have clear guidance on expectations on their behaviors in roles
• Providing remote (on-call) and on-site service support and maintenance for company products when needed.

1. Education / Professional Certification

• Degree in electromedic/electrobiomedic or electrical engineering or any related field

2. Experience

• At least 8 - 12 years’ experience in field service operation experience.
• Minimum 3 years in managerial role.
• Knowledge in medical devices specifically for microscope, ophthalmology (diagnostic, therapeutic) equipment is preferable
• Understand concept and implementation of service program and service contract for medical equipment
• Experience handling customer feedback, complaints, and dissatisfaction
• Experience managing customer satisfaction level through NPS (Net Promotor Score) or any similar
• Performed good arrangement in time and service operation management
• Having cross functional coordination with sales and application team
• Proven in leadership and competency development for engineer/subordinate

3. Knowledge / Skills / Other characteristics

• Strategical thinking for increasing service revenue, team development and customer satisfaction
• Strong analytical thinking on electronics and mechanical and problem solving/process oriented
• Excellent IT knowledge in computer software and hardware, operating system, disk backup software (especially with networking is a must) and service report application.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Good command of spoken and written English
• Strong customer service skills, to provide high-quality care and attention throughout the sales and service process
• Pleasant personality, proactive mindset
• Able to support the team and participate actively in collaborative manner
• Flexible working hours - weekend shifts required
• Willing to travel when required

Your ZEISS Recruiting Team: