Senior Field Service Engineer

ZEISS•Dublin, CA

About The Position

The Senior Field Service Engineer is an experienced technical expert who installs, services, troubleshoots, upgrades, and repairs complex ZEISS equipment at customer sites. The role independently handles difficult technical problems, minimizes equipment downtime, and serves as a technical resource for customers and other service engineers. The position supports multiple product markets and requires advanced technical and scientific assistance, customer relationship management, technical training, documentation, and guidance for less experienced colleagues. Service activities may take place domestically or internationally as business needs require.

Requirements

Associate degree, technical certification, or equivalent technician training in mechatronics, mechanical engineering, engineering, a natural science, or a related technical field.
Three to five years of relevant professional experience in a field service or technical service environment.
Advanced technical knowledge demonstrated through relevant experience, completion of required product training, and a strong understanding of assigned products and service processes.
Experience working in multinational, cross-functional teams and managing customer relationships and escalated technical issues.
Strong service and customer orientation, including experience supporting demanding customers.
Excellent written and verbal communication skills in English.
Strong teamwork, communication, sound judgment, assertiveness, and hands-on problem-solving skills.
Willingness and ability to travel domestically and internationally up to 50%.

Nice To Haves

A bachelor’s degree from a university of applied sciences or comparable institution is preferred.
Experience servicing automated systems; experience with electron- or ion-beam systems is preferred.
German-language skills are beneficial for technical support and training.

Responsibilities

Install, maintain, upgrade, troubleshoot, and repair complex equipment, systems, and associated accessories across the assigned portfolio.
Diagnose mechanical, hardware, software, and system failures and develop practical solutions aligned with customer needs and organizational objectives.
Coordinate and implement complex technical solutions, selecting cost-effective resolutions to minimize customer downtime.
Provide advanced technical and scientific support to customers, colleagues, and cross-functional teams, including on significant, unique, or escalated issues.
Perform installation, maintenance, and repair activities domestically and internationally as business needs require.
Build and maintain strong relationships with customers and sales teams, particularly for technically complex applications.
Apply knowledge of customer business drivers, service KPIs, and ZEISS commercial objectives to improve financial performance and identify business opportunities.
Plan and deliver complex technical training for customers and employees, including on-the-job, regional, factory-based, and on-site training as qualified.
Guide and support less experienced team members by sharing technical expertise, service knowledge, and best practices.
Serve as a local subject-matter expert and primary contact for designated products, systems, or technical topics.
Prepare, adapt, and maintain technical documentation and define spare-parts lists as required.
Complete service, expense, quality, and other required reports accurately and within established timeframes.
Exercise independent judgment in selecting methods, techniques, and evaluation criteria to achieve effective service outcomes.
Support multiple product markets and contribute technical insight that may influence longer-term local service goals and priorities.