Role and Responsibilities:
1. Perform Technical Support & Customer Care Activities
- Repair, installation, calibration, commissioning and after sales maintenance service to the customer
- Ensure timely execution of job assignments and comply with all documentation requirements for repairs & service activities
- Escalate repair issues to factory / Service Manager when necessary.
- To report systemic quality issues encountered
- To ensure that service KPI and customer satisfaction objectives are achieved.
2. Administrative / Ticketing System
- Work closely with service administrators to provide service quotations / technical documentations.
- Ensure tickets /service orders are promptly updated / completed to reflect current work status
- Maintaining company property, like standard tools, special tools and meters
3. Perform Technical Supports to Sales Team:
- Technical support function at demo and exhibition
- Functional / pre-delivery test checks
4. Operations:
- To ensure good customer interactions at all touch points to achieve customer satisfaction.
- To always present the company favorably
5. Collaboration:
- To work with sales, applications and ensure quality demonstrations, seminars and workshops are carried out as planned.
- Any other duties & responsibilities as assigned by the management.
Requirements:
1. Education / Professional Certification
- Degree in Electro medics/electro Bio Medic, electrical or mechanical engineering or any related field
2. Experience
- At least 2 to 3 years’ experience in related field (medical equipment technical support)
- Good IT knowledge (computer hardware/operating system, networking)
- Knowledge in medical devices specifically for microscope, ophthalmology (diagnostic, therapeutic) equipment is preferable.
- Experience handling customer feedback, complaints, and dissatisfaction
- Must possess excellent teamwork and interpersonal skills.
3. Knowledge / Skills / Other characteristics
- Good troubleshooting skills in Electronics / IT & Mechanical hardware.
- Excellent IT knowledge in computer software and hardware, operating system, disk backup software (especially with networking is a must) and service report application.
- Good command of spoken and written English
- Pleasant personality, proactive mindset
- Self-driven, results & customer orientated.
- Able to work independently and as well as an active team player
- Willing to travel when required.
Your ZEISS Recruiting Team:
Astrid Annissa Sastaviyana, Yosseano Kuncahyo
