Service Competencies:
- Routine to complex equipment and routine to moderately complex systems
- Installation, preventive maintenance, upgrades, repair: diagnoses mechanical, hardware and software failures applying knowledge/experience of established policies and procedures. Coordinates and implements basic technical solutions within clearly defined solution space. Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
- Must successfully complete all assigned technical training to acquire a solid knowledge of assigned company equipment (basic training)
- May be trained to conduct special site or system environmental analysis tests as assigned by management.
- Following proscribed procedures, correctly order and obtain spare parts and also expedite the return of any defective materials as may be required
- Liaise and schedule assigned service activities with the customer and ensure ZEISS Service Mgmt, Customer Interaction Center, and when appropriate, the Sales Account Manager is kept aware as required.
- May provide defined pricing, availability, and schedule information to customer within established guidelines under guidance if applicable. Supports quote preparation.
- Properly care for all ZEISS tools and assets as may be made available during the xecution of assigned responsibilities
- Determines cost effective repair/resolution. Follows established policies and procedures.
- Knows KPIs and completes all necessary forms and reports in support of department and company data collection efforts, e.g. expense reports, service reports, quality reports, in prescribed timeframe
- Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a communications link to the customer.
- Process understanding: Basic process knowledge of a technical nature
- Suggests additional and/or alternative products or services to meet customer needs consulting with CSE2.
- Responsible for meeting daily service needs (diagnosis and repair, routine preventive maintenance, installation and commissioning) and driving customer satisfaction
- Documents all service work and submits paperwork (or electronic equivalent) on a timely basis
- Orders, installs and returns parts and manages the repair parts cycle time (spare-part management)
- Ensures that tools and test equipment are properly maintained and calibrated
- Maintains clear and concise business communication, both oral and written
- Travel within the UK and Ireland for work and overseas for training
- Work outside of office hours including days other than Monday-Friday may be required
- Comply with and ensure compliance with Company health, safety and environmental policies
- Considerate of commercial implications when carrying out duties
Your ZEISS Recruiting Team:
Carrie Holland, James Lawn, Madeleine Kelly, Melissa Prescott, Natarlee Lawrence, Suya Rolph
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