Main Tasks
1. Responsible customer service support representative at the end customer
2. Selects from alternative service scenarios such as replace components, complex repairs and mainte-nance work on optical systems, the appropriate solution and perform these scenarios according to internal work instructions
3. Advises and supports customers in service and install issues
4. Process field service request by mail, phone or on site
5. Develops draft solutions, supports the development, evaluates and tests new service strategies
6. Documentation of service operations and assessment to drive needed changes for quality assurance
7. Defines training content, creating documents and conducting training
8. Responsible for the interface between German Factory, local support team & management and end customer and as a contact communication with these organizations
9. Transfer learnings and BKMs between customer and HQ Apps Dev team
10. Additional duties may be assigned as required by manager
Requirements
Education
1. Bachelor’s degree in Engineering, Optics or Mechatronics is preferred,
Experience
1. Minimum 5 years of industry experience in the area of optics or mechatronics.
2. Technical experience working in the semiconductor industry
3. Experience working within the optics industry is preferred.
Other skills
1. High customer orientation with special engagement and flexibility in regard to service hours
2. Ability to read and understand electrical or mechanical engineering documentation and schematics Team player and excellent communication skills cross functions and region
3. May periodically be required to travel internationally
4. Good manner of English in reading, writing and speaking
5. Single-handed work ability, strong hands-on mentality and the ability to assert oneself.
6. Experienced with Windows operating environments and word processing and or email applications as well as with databases or CRM systems.
7. Fluent in Chinese
Your ZEISS Recruiting Team