OS/MS Field Service Specialist

Carl Zeiss

123d • $97,000 - $113,400 • Remote

About The Position

The Opthalmic Systems (OS) or Microsurgery (MS) Field Service Specialist independently, or with minimal supervision, installs, repairs, upgrades and performs customer-critical repairs on Carl Zeiss Meditec instrumentation (OS/MS) in their assigned regional area. The Field Service Specialist will represent Carl Zeiss Meditec at customer locations and work to resolve escalated issues with a high level of customer satisfaction expected. This role is responsible for all company-issued property (inventory, tools, diagnostic equipment, vehicle, etc.) in accordance with company policies. Field Service Specialists are expected to maintain a high level of professional communication with their team, customers, management, Sales and Technical Support.

Requirements

• BS in Engineering, Electronics, Computer Technology, computer networks or related fields preferred.
• Must be a Zeiss FSE for a minimum of 3 years.
• Minimum of 6 years total related experience in Electronics, Fine Mechanics, Electro-mechanical, Optics Data management, including Networking or Medical Field Service.
• Must possess, and maintain, current vendor credentials.
• A+ and Net+ certification and thorough knowledge of ophthalmic anatomy preferred.
• Demonstrated ability to generate appropriate customer satisfaction results.
• Excellent verbal and written communication skills.
• Strong computer skills.
• Must pass required training to service fine mechanics and optics.
• Excellent project and time management skills.
• Thorough understanding of schematics and complex technical data.
• Basic understanding and knowledge of ophthalmic anatomy and diseases of the eye, i.e., CCOA certification or equivalent preferred.
• Self-directed and results oriented.

Responsibilities

• Works in conjunction with the Field Service Area Manager, Field Service Supervisor and local Field Support Engineer (FSE) on high-profile escalations.
• Diagnose and repair all designated products within the assigned service area, including preventative maintenance, installations and upgrades.
• Audit field service reports for complete and accurate information.
• Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures.
• Support revenue growth through the promotion and retention of service agreements.
• Examine difficult customer issues and arrive at a satisfactory result.
• Maintain effective area management and expense control.
• Assist in training and mentoring new hires.
• Develop strong relationships with key customers.
• Support the business at trade shows by installing and maintaining equipment.
• Identify up-sell and new sales opportunities.

Benefits

• Medical plans
• Retirement savings plan
• Paid time off
• Performance bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Repair and Maintenance
• Education Level: Bachelor's degree