Field Service Technician - Distributor Opportunity

ZEISS Group•Remote - USA CO, CO

7d•$72,000 - $90,000•Onsite

About The Position

This customer-facing field service role is with Southwest Surgical, an independent ZEISS distributor, not Carl Zeiss AG or another ZEISS company. The position requires residence in the Denver, Colorado area and covers the Southwestern United States, including Colorado, Arizona, Utah, New Mexico, southern Wyoming, El Paso, Texas, and Las Vegas, Nevada. The Field Service Engineer installs, maintains, repairs, diagnoses, and troubleshoots complex automated electromechanical systems. The role supports assigned accounts and helps retain contract customers while ensuring timely preventive maintenance, accurate administrative follow-through, and responsive customer service. It involves working independently at customer sites and coordinating with customers, sales representatives, ZEISS technical support, and sales management. The position requires effective communication, time management, prioritization, escalation, and collaboration to resolve technical concerns. The employee must maintain required technical certifications by completing ZEISS training, including classroom and online courses. The role requires frequent domestic overnight travel and international travel for training, averaging 50% overall. The employee will participate in six months to one year of formal Field Service Engineer training while maintaining job duties and responsibilities. Work may take place in laboratory environments, including BSL-2 and BSL-3 facilities; employees may be asked to enter BSL-4 environments if capable and willing. Heavy equipment lifting of approximately 75 pounds is required. The role may also involve work on defined projects as directed by management.

Requirements

Four-year degree or technical certificate in a technical or scientific discipline, related military electronics experience, or an equivalent combination of training and experience, such as 3+ years of direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.
3–5 years of professional work experience.
Sound knowledge of laboratory safety requirements for BSL-1, BSL-2, and BSL-3 environments, and specimen handling for Level 3 and lower pathogenic biohazards, including bacteria, viruses, fungi, parasites, and prions.
Ability to understand and troubleshoot software, electronics, optics and electron optics, high-voltage, high-vacuum, mechanical, and electromechanical systems.
Knowledge of Windows operating environments and word-processing and/or email applications.
Ability to read and understand electrical or mechanical engineering documentation and schematics.
Valid U.S. driver license and a driving record in good standing; ability to drive a company-provided car or van.
Ability and willingness to engage customers in their workspace, including BSL-2 and BSL-3 facilities; may be asked to engage in a BSL-4 environment if capable and willing.
Willingness and ability to travel domestically and overseas for training.
Ability to lift heavy equipment weighing approximately 75 pounds.
Ability to participate in six months to one year of formal role training while proficiently maintaining job duties and responsibilities.
Conformity to the Southwest Surgical code of ethics and conduct.

Nice To Haves

Familiarity with databases or CRM systems.
Proven ability to work successfully as an individual contributor or as part of a team.
Good communication skills, including readiness to converse in English verbally and in writing; German is a plus.
Good administrative and time-management skills.

Responsibilities

Install new equipment, ensuring high system performance, attention to detail, and a professional customer hand-off.
Independently troubleshoot and diagnose assigned equipment to enable repairs, ideally within a single visit.
Confirm all service visit operations (SVOs) within 24 hours of completing work, following procedures and spare-part and time-allocation guidelines.
Provide accurate, detailed issue descriptions for billable quotations within 24 hours when requested.
Complete preventive maintenance for contract customers within 90 days of SVO assignment, using proper checklists and sharing documentation with the customer.
Escalate unresolved issues promptly through the appropriate process.
Educate customers about potential equipment upgrades and accessories, and route leads through the appropriate channels.
Conduct special site or system environmental analysis tests as assigned by management.
Train customers in basic system operation and maintenance using established guidelines.
Properly care for ZEISS tools and assets provided for assigned responsibilities.
Complete technical training, including required pre-reading and independent study, and pass courses to instructors’ satisfaction.
Maintain technical skills and engage in personal development, including use of the ZEISS CurioZ online training portal where possible.
Follow laboratory safety practices, maintain awareness of risks, and comply with customer-site safety protocols.
Conform to the Southwest Surgical code of ethics and conduct.
Perform other duties as assigned by the manager.
Work on assigned team projects as directed by management when requested.