Field Service Engineer - Level 2

About the role

The Field Service Engineer Level 2 is an intermediate level field service position that has met the FSE Level 1 requirements and necessitates frequent use and general 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.

Responsibilities

• 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.
• Independently 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 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, as agreed by the Customer.
• 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.
• Successfully complete all assigned technical training to acquire a thorough knowledge of assigned company equipment.
• 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).
• Respect, live and share with internal and external customers, the ZEISS values.

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 3+ years direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.
• 3-5 years of professional work experience.
• Sound 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).
• Knowledge of Windows operating environments and word processing and or email applications.
• Familiarity with databases or CRM Systems a plus.
• Ability to read and understand electrical or mechanical engineering documentation and schematics.
• Must have driving record in good standing, a valid U.S. driver license, and be able to drive a company provided car/van.

Qualifications

• Proven ability to work successfully as an individual contributor or as part of a team.
• Good communication skills, able to converse readily in English, both verbally and in writing. (German a plus.)
• Good administrative and time management skills.

Skills

• Proven ability to work successfully as an individual contributor or as part of a team.
• Good communication skills, able to converse readily in English, both verbally and in writing. (German a plus.)
• Good administrative and time management skills.

Benefits

We have amazing benefits to support you as an employee at ZEISS! Medical, Vision, Dental, 401k Matching, Employee Assistance Programs, Paid time off including vacation, personal, and sick days. The list goes on!

Pay

The annual pay range for this role is $78,000 -$97,000 and is eligible for a performance bonus. The salary offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

Schedule

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.