Technical Support (Including but are not limited to):

Perform technical support and customer care activities including diagnosis and troubleshootingEngage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers’ sites)Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekendsPerform regular, thorough functional checks, audits on equipment and ensure timely reporting of any deficiencies in addition to corrective action Perform LAN integration & resolve connectivity issues pertaining to medical devices & Data Mgt Systems / Cloud based solutions / Patient Mgt Systems within customer’s IT environmentResolve issues related to computer Operating System / Security / Fire wall settingsPerform troubleshooting on device / software on workstation pc using remote software toolsCollect market competitive intelligence data while at customers’ sites Occasionally render support to Service teams based outside of home country including traveling to sites Support company’s revenue by growing and selling service contracts including ensuring parts sale are profitableCollaborate and partner with internal (sales, marketing, service admin, operations) teams on all technical and service-related mattersResponsible for all KPIs as agreed including NPS, CSI, response and resolution timeTimely report to Service Manager in case there are systemic quality issuesProactively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch pointsBe an ambassador for ZEISS and always representing the company positively

 

Operational:

Effective use of Mobile X / Service CRMTimely update of daily service activities and schedules

Education / Professional Certification

Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification.

Experience

Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledgeKnowledge with networks, healthcare IT, Data Mgt / Patient Mgt systems necessary

Knowledge / Skills / Other characteristics

Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skillsPassion for customer success and focus on creating value for customerDemonstrated initiative through problem-solving, system thinking and prioritization  Demonstrated ability to communicate professionally, both written and orally in English at the least to a wide variety of audiencesDemonstrates flexibility in operational style to meet the requirements of objectivesMust have good knowledge in computer hardware, operating system and disk backup software, IT connectivity and networkingSound ability to troubleshoot and manage complexity   

Your ZEISS Recruiting Team:

Chloe Tan