- Location
- Muntinlupa City, Philippines
- Type
- Full-time
- Department
- Engineering
- Experience
- 4+ years
- Source
- Workday
Description
Your Role
This position is to deliver service excellence for the product portfolio assigned. The incumbent is responsible for providing service support function to sales team including demo, exhibitions and trade shows. This is not limited to technical support such as providing installation, commissioning, repair, calibration, and preventive maintenance services to customers. This role needs to collaborate effectively with back office in fulfilling service deliverable schedules and ensure all protocols are executed timely.
Your responsibilities will include:
Perform technical support and customer care activities including diagnosis and troubleshooting
Engage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers’ sites)
Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekends
Perform LAN integration and resolve connectivity issues pertaining to medical devices and data management systems, o computer Operating System / Security / Fire wall settings
Perform troubleshooting on device / software on workstation pc using remote software tools
Collect market competitive intelligence data
Support company’s revenue by growing and selling service contracts including ensuring parts sale are profitable
Responsible for all KPIs as agreed including NPS, CSI, response and resolution time
Timely report to Service Manager in case there are systemic quality issues
Proactively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch points
Job Requirements:
At least a Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification
Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledge
Knowledge with networks, healthcare IT, Data Mgt / Patient Mg systems necessary
Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills.
Passion for customer success and focus on creating value for customer
Demonstrated initiative through problem-solving, system thinking and prioritization
Sound ability to troubleshoot and manage complexity
Your ZEISS Recruiting Team:
Chloe Tan