Field Service Consultant

Job purpose :

Responsible for management of field services escalations for the OPT Surgery Products, and

providing technical support to field teams remotely as well as through site visits. Ensuring quality

upkeep of services delivery to customers, act as a key contact point between SSC India Field

Services & Global technical services support team for escalated customer issues, product quality

reporting & timely execution of field change actions.

Main Accountabilities :

1) Responsible for escalated technical support to field teams

2) Connect between global technical support teams & field teams for faster resolution of

tech issues.

Escalation to factory for resolution / Publish dash board for ongoing cases for visibility to

entire org.

4) Responsible for ensuring field team is trained to Zeiss standards & monitor effectivity of

training through Service Metrics on ongoing basis.

5) Prioritize timely roll out & execution of field change actions, monitor & report in tools.

6) Periodic & Continuous monitoring of Service standards through field inspection of Onsite

/ PM / Installation quality for continuous improvement

7) Identify upgrade opportunities in IB for maximizing life cycle business opportunity

8) Provide NPI service readiness & go live.

9) Spare parts inventory planning & mapping w.r.to IB distribution and region wise

allocation.

10) IB End of Service monitoring / service extension & spares planning

11) Provide effective remote technical assistance to customers through telephonic & ZSS.

12) Identify & tap opportunity to scale remote services & FTFR for productivity improvements

& faster response to customers.

13) Maximize ZSS adoption through periodic dash boards & progress by regions

14) Works closely with Regional Service Managers & Regional Technical Specialists OPT

Surgery for technical & customer onsite issues, monitor, review performances of OPT

Surgery products within the regions and identify, plan and execute improvements

Job Specifications:

1) Education : Diploma / Degree / Post Graduate Degree in Engineering/Technology

2) Experience : Minimum of 12 - 15 years of Field Services / Specialization in Ophthalmic

Medical Equipment / Microscope Systems / Medical Instrument