Field Service Engineer - Level 2

About Us How many companies can say they’ve been in business for over 180 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position requires residence in either Michigan, Northern Ohio or Indiana and will be supporting customers within these states.

The Field Service Engineer Level 2 is an intermediate level field service position that has met the FSE Level 1 requirements and necessitates frequent use and general knowledge of industry practices, techniques, and standards required to install, service and maintain assigned systems. Success in this role requires a solid understanding of the theory, application and technical workings of all required equipment and an ability to work independently on them in a customer setting.

Success requires the ability to support a given account base, retain contract customers, complete PMs on time, and perform administrative duties accurately and timely. Level 2 CSEs must utilize their training to effectively diagnose and troubleshoot issues they encounter in the field. Effective and efficient troubleshooting is imperative in this role. Level 2 FSEs are expected to escalate quickly and via the appropriate process when customers complain or when technical support is required to resolve a challenging issue.

This is a customer-facing role and therefore strong interpersonal skills and an ability to communicate effectively are required to be successful. Excellent time management skills are a must in order to be an effective efficient Field Service Engineer. As the level of proficiency increases, highly performing Level 2 FSEs may be asked to assist Level 1 FSEs.

• Provide industry-leading installation services for new equipment with an attention to detail, a high standard for system performance and a professional hand-off to the customer.
• Independently Troubleshoot and successfully diagnose issues on assigned equipment quickly and accurately so that a repair can happen within a single visit.
• Confirm all SVOs within 24 hours of finishing the work following all procedures and guidelines for spare parts and time allocations.
• Provide accurate and detailed as requested for billable quotations within 24 hours.
• Complete all PMs for contract customers within 90 days of SVO assignment using proper checklists and documentation which must be shared with the customer.
• Escalate any unresolved…