Field Service Engineer
Step out of your comfort zone, excel, and redefine the limits of what is possible at Zeiss Group. That’s what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.
The Field Service Engineer (FSE) is an entry to mid-level field service position requiring a strong background in electro-mechanical maintenance and troubleshooting. Success in this role requires a strong dedication to learning and the rapid absorption of training material as a high percentage of their time will be spent in technical training courses both domestic and international for the first year. Learning of basic application principles is also a requirement to provide technical service.
When not in classroom training, the FSE will be engaged in on-the-job training, and working closely with higher- level FSEs in a customer environment. 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. As the training progresses the FSE will be assigned basic task and service orders to complete on their own. You must live within 50 miles of Baltimore, MD.
Primary Duties and 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.
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.
Return spares parts within 1 week and manage individual Stock on Memo (SOM) account in an accurate and timely fashion.
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.
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.
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.
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).
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.
Ability to read and understand electrical or mechanical engineering documentation and schematics.
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.
Your ZEISS Recruiting Team:Steve Warner
Carl Zeiss Microscopy, LLCBaltimore, MD
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