About this role
Key Responsibilities Field Support & Training
• Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region, ensuring timely and effective service for both academic and industrial customers. • Perform equipment installations, user training, and commissioning to ensure customers can operate the equipment effectively and independently. • Collaborate with Sales and PASS team to address customer-specific needs during installations and training
Technical Troubleshooting & Maintenance
• Diagnose and resolve technical issues promptly to minimize customer downtime and maintain equipment reliability. • Conduct regular maintenance, calibration, and repair services to ensure optimal performance and extend the lifespan of SMS products. • Utilize advanced diagnostic tools and techniques to identify root causes of recurring issues and implement long-term solutions.
Mobile X and CRM Administrative Task
• Submit CCT tickets for all service-related jobs to ensure proper tracking, resolution, and accountability. • Complete all necessary documentation and updates in the Service CRM system, ensuring accurate service records and compliance with internal processes. • Maintain organized records of service activities to support reporting, analysis, and continuous improvement initiatives.
Customer Engagement
• Foster strong relationships with customers by ensuring interactions at every touchpoint, from initial contact to post-service follow-ups. • Address technical inquiries and provide clear, actionable solutions to meet customer needs. • Actively follow up on customer feedback to identify areas for improvement and ensure high levels of satisfaction. • Represent the company professionally to maintain and enhance the ZEISS brand image.
Technical Support
• Provide technical expertise and support during product demonstrations and exhibitions to assist the Sales and PASS team in showcasing product capabilities. • Conduct functional checks on equipment to ensure readiness and reliability for demonstrations and events. • Report systemic quality issues or recurring problems to the Service Manager to support continuous product improvement and customer satisfaction.
After Sales Lifecycle
• Promote and sell service contracts, upgrades, and accessories to customers, driving recurring revenue and enhancing customer value. • Identify opportunities to upsell or cross-sell additional services or products based on customer needs and equipment lifecycle stages. • Ensure profitability on all parts sold by maintaining cost efficiency, proper pricing strategies, and value delivery.
Industrial Customer Focus
• Enhance satisfaction among industrial customers, particularly tier-1 accounts, by implementing projects to improve equipment uptime and reliability. • Collaborate with customers to identify pain points and develop tailored solutions to meet their operational needs. • Focus on growing recurring revenue streams through lifecycle innovations, such as service contracts, upgrades, and proactive maintenance programs, specifically targeting key industrial customer segments.
Requirements
• Bachelor’s Degree in Electronic Engineering, Photonics/Optical Engineering or a related technical field
• 2 years of proven experience in field service, with a strong emphasis on technical troubleshooting, maintenance, and repair of complex equipment. • Proficiency in operating photomask repair tools, such as Focused Ion Beam (FIB) systems, Laser-based repair systems and Electron-beam lithography tools. • Demonstrated ability to manage on-site installations, commissioning, and user training. • Prior experience within Semiconductor or Industrial sector is a plus • Experience in working in a cleanroom environment • Strong communication skills with the ability to build rapport and interact effectively with customers • Excellent problem-solving and troubleshooting skills. • Customer-centric mindset with a focus on delivering high-quality service. • Ability to work independently with minimal supervision. • Strong communication and collaboration skills to work effectively with internal teams and customers. • Proactive approach to identifying opportunities for improvement and driving business growth. • Has a valid driving license. • Able to travel for training. • Weekend standby and support may be required at times, depending on the business needs and outlook.
Your ZEISS Recruiting Team: Rebecca Felix