Field Service Engineer - Level 2

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in the Bay Area, Northern California area.

What’s the role?

As a Field Service Engineer Level 2, you get to work with an astonishing team that plays a vital role Servicing Research Microscopy devices .

The Field Service Engineer Level 3 is an intermediate level field service position that has met the FSE Level 1 requirements and necessitates frequent use and expert knowledge of industry practices, techniques, and standards required to install, service and maintain assigned systems.  Success in this role requires a solid understanding of the theory, application and technical workings of all required equipment and an ability to work independently on them in a customer setting.  Success requires the ability to support a given account base, retain contract customers, complete PMs on time, and perform administrative duties accurately and timely.  Level 2 FSEs must utilize their training to effectively diagnose and troubleshoot issues they encounter in the field.  Effective and efficient troubleshooting is imperative in this role. Level 2 FSEs are expected to escalate quickly and via the appropriate process when customers complain or when technical support is required to resolve a challenging issue.  This is a customer-facing role and therefore strong interpersonal skills and an ability to communicate effectively are required to be successful.  Excellent time management skills are a must in order to be an effective efficient Field Service Engineer.  As the level of proficiency increases, highly performing Level 2 FSEs may be asked to assist Level 1 FSEs.

At all times, conduct in accordance with company guidelines and standards is expected.

Key Metrics and KPIs of this position | Expectations

• Net Promotor Score ≥ Team target
• Mean Time to Repair ≤ Team target
• Productivity Level ≥ 113hrs/month
• First Time Fix Rate ≥ 60% or in sync with the product range
• Average SOM Inventory age < 60 days and at efficient cost level. Optimized trunk stock content
• Complete of all assigned PMs within 90 days
• Travel and Entertainment cost control

Sound Interesting? Here’s what you’ll do:

• Provide industry-leading installation services for new equipment with an attention to detail, a high standard for system performance and a professional hand-off to the customer. 
• Troubleshoot and successfully diagnose issues on assigned equipment quickly and accurately so that a repair can happen within a single visit.
• Confirm all SVOs within 24 hours of finishing the work following all procedures and guidelines for spare parts and time allocations.
• Provide accurate and detailed information as requested for billable quotations within 24 hours.
• Complete all PMs for contract customers within 90 days of SVO assignment using proper checklists and documentation which must be shared with the customer.
• Escalate any unresolved issue using the appropriate process quickly to ensure customer satisfaction and rapid resolution.
• Educate customers on possible upgrades and accessories to improve the capabilities of their equipment and pass all leads to the proper channels.
• Connect all available systems to the ZEISS Predictive Service network.
• Conduct special site or system environmental analysis tests as assigned by management.
• Train customers on basic system operation and maintenance using established guidelines.
• Properly care for all ZEISS tools and assets as may be made available during the execution of assigned responsibilities.
• Return spares parts within 1 week and manage individual Stock on Memo (SOM) account in an accurate and timely fashion. Optimize the use and content of the trunk stock.
• Successful completion of all assigned technical training to acquire a thorough knowledge of assigned company equipment.  This includes completing all required pre-reading assignments before all classroom courses, independently studying all materials and passing the cour