About this role
• Responsible for leading and delivering high quality of customer service and support (installation and troubleshooting) • Develop and implementing ZEISS service program including service contract and remote service (ZEISS SMART service) to achieve targeted service revenue • Managing the selection and development of people, resources, and budgets necessary to perform the functions of the department. • Ensuring the accuracy and completeness of all repair orders, spare part availability and return authorizations • Manage and establish field service spare parts list, training, and support for distributors. • Collaborate and work synergy with sales, application, logistic and administrative functions to perform services and satisfy demand. • Continuously monitor customer satisfaction through surveys or direct feedback. • Continuously review and monitor service work procedures, work schedules, and expedites workflow. Create standardize procedures, edit, or remove when needed to improve efficiency and electiveness operation. • Closely work with the regional or corporate service teams to identify, develop, and coordinate various field support functions • Ensure ongoing or critical technical situations are escalated as appropriate in a timely manner. • Train appropriate personnel to ensure product repair and technical support knowledge is transferred across the team. • Attract, retain, and develop the capabilities of employees within the Service function • Demonstrate effective leadership that all have clear guidance on expectations on their behaviors in roles • Providing remote (on-call) and on-site service support and maintenance for company products when needed.
1. Education / Professional Certification
• Degree in electromedic/electrobiomedic or electrical engineering or any related field
2. Experience
• At least 8 - 12 years’ experience in field service operation experience. • Minimum 3 years in managerial role. • Knowledge in medical devices specifically for microscope, ophthalmology (diagnostic, therapeutic) equipment is preferable • Understand concept and implementation of service program and service contract for medical equipment • Experience handling customer feedback, complaints, and dissatisfaction • Experience managing customer satisfaction level through NPS (Net Promotor Score) or any similar • Performed good arrangement in time and service operation management • Having cross functional coordination with sales and application team • Proven in leadership and competency development for engineer/subordinate
3. Knowledge / Skills / Other characteristics
• Strategical thinking for increasing service revenue, team development and customer satisfaction • Strong analytical thinking on electronics and mechanical and problem solving/process oriented • Excellent IT knowledge in computer software and hardware, operating system, disk backup software (especially with networking is a must) and service report application. • Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills. • Good command of spoken and written English • Strong customer service skills, to provide high-quality care and attention throughout the sales and service process • Pleasant personality, proactive mindset • Able to support the team and participate actively in collaborative manner • Flexible working hours - weekend shifts required • Willing to travel when required
Your ZEISS Recruiting Team: Astrid Annissa Sastaviyana, Yosseano Kuncahyo