Field Support Engineer II

Location

Charlotte, NC but also covering TN and SC. 80% travel.

Field Support Engineer II, with limited supervision, installs, repairs, upgrades and performs preventative maintenance on specified Carl Zeiss Meditec instrumentation in a designated field service territory. Represents Carl Zeiss Meditec at customer locations and works to achieve a high level of customer satisfaction. Responsible for all company‑issued property (inventory, tools, diagnostic equipment, vehicles, etc.) in accordance with company policies. Maintains a high level of professional communication with their team, customers, management, Sales and Technical Support.

• Complex to very complex equipment including associated machine accessories and complex systems; large portfolio span
• Installation, preventive maintenance, upgrades, and repair diagnoses of mechanical, hardware, software and systems failures referring to policies and procedures using practicable solutions
• Coordinates and implements basic to complex technical solutions
• IMR activities on international scale possible
• Exercises good judgement in selecting methods, techniques and evaluation criteria for obtaining results
• May train customers on routine system operation of assigned products
• Must successfully complete all assigned technical training to acquire in‑depth knowledge of assigned company equipment; demonstrates high‑level product & process knowledge of a technical nature
• May be trained on 3rd‑party systems, accessories or software as assigned by management, and possesses basic knowledge concerning the operation
• May be trained to conduct special site or system environmental analysis tests as assigned by management and has the ability to use this knowledge to diagnose system problems or qualify sites as acceptable
• Provides input for the compilation of routine machine/system documentation including service manuals and training material to internal department
• Following proscribed procedures, correctly orders and obtains spare parts and expedites the return of any defective materials as required
• Liaises and schedules assigned service activities with the customer and ensures ZEISS Service Mgmt, Customer Interaction Center, and when appropriate, the Sales Account Manager are kept aware as required
• May provide defined pricing, availability, and schedule information to customer within established guidelines and supports quote preparation
• Properly cares for all ZEISS tools and assets as may be made available during the execution of assigned responsibilities
• Determines the most cost‑effective repair/resolution to minimize customer downtime, referencing policies and practices for guidance
• Understands service KPIs, why they are in place and which behaviour will lead to which financial impact
• Completes all necessary forms and reports in support of department and company data collection efforts, e.g., expense reports, service reports, quality reports, within prescribed timeframe
• Maintains an ongoing relationship with selected customers and sales staff to assure responsiveness; advises customers on services and installations; interprets customers' needs using technical knowledge of products, product availability, sales territory, and individual customers to provide a key communications link to the customer
• Supports customers through specialized technical knowledge
• Suggests additional and/or alternative products or services to meet customer needs if appropriate in consultation with CSE3
• Plans and executes moderately complex technical customer training
• Guides and assists colleagues with lesser experience to increase process quality; assists in the development and coaching with on‑site/on‑the‑job training of CSE1
• Responds to questions and inquiries from Field Service Engineers, Affiliates, Distributors, Sales Managers, Customer Care personnel, and other internal customers
• Directly provides remote training sessions for the end user (Web Ex) as needed

• Minimum of three (3) years of related experience in Electronics, Fine Mechanics, Optics or Medical Field Service
• BS in Electronics, Engineering, or Computer Technology and related fields preferred
• A+ and Net+…