Field Service Engineer - Zeiss Group

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 Dublin, CA area and will cover West territory.

What's the role?

As a Field Service Engineer Level 3, you get to work with an astonishing team that plays a vital role Research Microscopy service and maintenance. Level 3 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 a successful Field Service Engineer. Level 3 FSEs are expected to be technical experts on the designated product line(s)standouts within their assigned territory and among the entire service team coach and mentor Level 2 and Level 1 FSEs in technical and administrative aspects of the FSE role. Thorough knowledge and understanding of ZEISS SOPs and Service processes must be proven

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 any and 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. Exceed the minimum with experience and application knowledge.
• 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. Same as level 2. 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 courses to the satisfaction of the instructors. Always being up to date with Service bulletins and Service news.
• Provide On-the-Job Training (OJT) for Level 2 and Level 1 FSEs as assigned in all aspects of the FSE role, to include technical training, administrative duties, and customer interaction.
• Actively engages in personal development (leverages the content available on the ZEISS CurioZ online training portal, as well as self-inspired development of knowledge as it relates to the role) Seek dialog about personal development with the manager.
• Responsible for your personal safety when visiting labs and institutions by understanding the basics of lab behavior and an awareness of risks
• Respect, live and share with internal and external customers, the ZEISS values and Agenda.
• Other duties as assigned by manager

Requirements

• 4-year degree or technical certificate in technical/scientific discipline, related military electronics experience or an equivalent combination of training and experience such as 5+ years direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.
• At least 3 years of experience working on microscopy equipment
• Advanced knowledge and understanding of Laboratory Safety requirements for BSL 1, 2, and 3 environments, as well as specimen handling of Level 3 (and below) pathogenic biohazards (e.g., bacteria, viruses, fungi, parasites, and prions)
• Advanced ability to understand and troubleshoot problems in software, electronics, optics and electron optics, high voltage, high vacuum, mechanical, and electro-mechanical systems
• Knowledge of Windows operating environments and word processing and or email applications. Familiarity with databases or CRM Systems a plus.
• Expert-level ability to read and understand electrical or mechanical engineering documentation and schematics, being able to explain them to customers or other FSEs as required. Effective use of the ZEISS knowledge bases and excellent information retrieval.
• Proven ability to work successfully as an individual contributor or as part of a team.
• Excellent communication skills, able to converse readily in English, both verbally and in writing. (German a plus.)
• Very good administrative and time management skills.

Special Demands

• Capable and willing to engage customers in their workspace/environment, including BSL -2 and BSL-3 facilities. If capable and willing, may be asked to engage in a BSL-4 environment. Willingness and ability to travel domestically and overseas. In addition to service function, may asked to work in assigned teams on defined projects as directed by management. Lifting of heavy equipment crates required; crate weight ~ 75 lbs. Must have driving record in good standing, a valid U.S. driver license, and be able to drive a company provided car/van.
• Some overnight travel, domestic and international (average 70%)
• Able to obtain corporate credit card

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

The annual pay range for this position is $105,000 - $131,000,000

Company Car and per diem included

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:
Tina Eilerman

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).