Technical Support (Including But Are Not Limited To)
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 regular, thorough functional checks, audits on equipment and ensure timely reporting of any deficiencies in addition to corrective action
Perform LAN integration & resolve connectivity issues pertaining to medical devices & Data Mgt Systems / Cloud based solutions / Patient Mgt Systems within customer's IT environment
Resolve issues related to computer Operating System / Security / Fire wall settings
Perform troubleshooting on device / software on workstation pc using remote software tools
Collect market competitive intelligence data while at customers sites
Occasionally render support to Service teams based outside of home country including traveling to sites
Support company's revenue by growing and selling service contracts including ensuring parts sale are profitable
Collaborate and partner with internal (sales, marketing, service admin, operations) teams on all technical and service-related matters
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
Be an ambassador for ZEISS and always representing the company positively
Operational
Effective use of Mobile X / Service CRM
Timely update of daily service activities and schedules
Education / Professional Certification
Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification.
Experience
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 Mgt systems necessary
Knowledge / Skills / Other Characteristics
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
Demonstrated ability to communicate professionally, both written and orally in English at the least to a wide variety of audiences
Demonstrates flexibility in operational style to meet the requirements of objectives
Must have good knowledge in computer hardware, operating system and disk backup software, IT connectivity and networking
Sound ability to troubleshoot and manage complexity