OS/MS Field Service Specialist

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 MO.

What’s the role?

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.

Sound Interesting?

Here’s what you’ll do:

• Works in conjunction with the Field Service Area Manager, Field Service Supervisor and local Field Support Engineer (FSE) on high-profile escalations. Also works closely with sales partners, Clinical Application Specialists (CAS) and other product managers when issues occur to ensure maximum uptime for all diagnostic equipment.  Manage escalations with the local area FSE and travel to the site when required.
• Effectively diagnose and repair all designated products within the assigned service area, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines.
• Must be knowledgeable in all service bulletins related to Zeiss OS or MS equipment.
• Audits 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.
• Communications with internal and external customers are professional, calm and effective.
• Examine difficult customer issues and arrive at a satisfactory result as demonstrated by consistently meeting established customer service levels.
• Maintain effective area management and expense control.
• May assist in training and mentoring new hires.
• Develop strong relationships with key customers.
• Supports the business at trade shows by installing and maintaining equipment.
• Mentoring, coaching, instructing & educating FSE’s on operation and maintenance of equipment.
• Manage regional escalations by communicating with the local area Manager, Supervisor, FSE and account stakeholders.
• Maintain company-issued test equipment and support tools.
• Identify up-sell and new sales opportunities.

Do you qualify?

• BS in Engineering, Electronics, Computer Technology, computer networks or related fields preferred. Relevant experience may be considered in lieu of university degree.
• 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
• Must have excellent verbal and written communication skills.
• Must have strong computer skills.
• Must pass required training to service fine mechanics and optics.
• Excellent project and time management skills.
• Must support all product lines within assigned discipline, including new product releases and launches. 
• Must have a 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.
• Must be self-directed and results oriented.

The salary range for this