ZEISS Group

Field Engineer

This position is located in Sacramento, CA and must cover that territory.
The Field Support Engineer II, with limited supervision, installs, repairs, upgrades and performs preventative maintenance on specified Carl Zeiss Meditec Ophthalmic Diagnostic instrumentation in a designated field service territory.
Represents Carl Zeiss Meditec at customer locations and works to achieve a high level of customer satisfaction.
Responsible for all company issued property (inventory, tools, diagnostic equipment, vehicle, etc.) in accordance with company policies.
Maintains a high level of professional communication with their team, customers, management, Sales and Technical Support.
Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines.
Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being.
Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database.
Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures.
Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy.
Support revenue growth through the promotion and retention of service agreements.
Interface with customers in a professional, pleasant and calm demeanor.
Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.
Maintains company-issued test equipment and support tools, including spare parts.
Installation and maintenance of equipment at trade shows, as requested and required.
Extensive overnight travel is required by automobile and air.
Must be able to travel in the US and internationally for training, meetings, exhibit support and coverage outside assigned territory.
The FSE must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
The position requires an average of four (4) hours driving for service calls, per day.
Must have a valid driver’s license and good driving record.
On occasion, must be able to lift up to 50 pounds.
Thirty percent of the average workday is spent standing or walking.

Field Support Engineer II

Customer Support

• Provide exceptional customer service as initial point of contact for customers, partners, and internal colleagues for service-related inquiries
• Triage customer inquiries, evaluate urgency, identify proper course of action, and execute efficiently
• Support field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for onsite service visits
• Troubleshoot, engage additional resources, and identify opportunities to elevate customer experience
• Answer incoming toll-free calls within service levels and maintain customer support email inbox
• Ensure accurate data entry and maintenance of customer contact and install base information in SAP CRM
• Create Customer Care Tickets, process purchase orders, and execute systemic business transactions to support service delivery
• Process and assign service orders to field service team and create/issue quotations with input from Field Service
• Work with engineers to review, complete, and bill service reports; collaborate with other departments to resolve billing issues
• Maintain control reports, assist with special projects (eg CAPA), and adhere to department processes and procedures

Customer Support Administrator

Manager

• Lead the Refractive Account Managers who provide specialized technical training and customer support in clinical and surgical environments.
• Foster a customer-centric organization delivering consistent, high-quality post-sale training support to internal and external customers.
• Provide first-line medical, clinical applications and sales support, including onsite support for the ZEISS Laser Platform in the US.
• Manage, mentor, and train Refractive Account Managers including scheduling, expense control, customer satisfaction, and training excellence.
• Drive procedure volume growth by educating clinical staff on the benefits of ZEISS products over competitors.
• Maintain comprehensive training materials and programs to support ongoing education for internal teams.
• Collaborate cross-functionally with marketing, sales, product management, and other departments to ensure training content is current and clinically relevant.
• Instruct classroom lectures and laboratory sessions at regional and national meetings; represent Zeiss at trade shows and wet labs.
• Interface with internal and external customers to develop course content specifications and influence purchasing decisions based on clinical needs.

Manager, Refractive Accounts

Install, Repair, Troubleshoot, Service and Calibrate high tech machines at customer locations.
Demonstrate customer service skills and knowledge with a high level of passion and dedication.
Demonstrate your ability to learn new skills on high tech CMM’s (Coordinate Measuring Machines) utilizing mechanical and electronic aptitude.
Perform necessary administrative paperwork in a complete and accurate manner.
Be Solutions-oriented with the ability to work independently in a high pressure, fast-paced and innovative environment.
Travel requirement is 90-100% within the service area, including international travel as needed.
Other duties as required.

Field Support Engineer II

Customer Support Administrator

Manager, Refractive Accounts

Field Service Technician - Greenville, SC area