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 Engineering or a related technical field
5 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
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.
