Field Service Consultant

As a Technical Support Specialist at ZEISS India, your role involves providing escalated technical support to field teams and acting as a connect between global technical support teams and field teams for faster resolution of tech issues. You will be responsible for proactive monitoring of quality issues of OPT Surgery products, early life failures, escalation to the factory for resolution, and publishing dashboards for ongoing cases to provide visibility to the entire organization. Your key responsibilities will include: - Ensuring the field team is trained to Zeiss standards and monitoring the effectiveness of training through Service Metrics on an ongoing basis. - Prioritizing timely rollout and execution of field change actions, monitoring, and reporting in tools. - Periodic and continuous monitoring of service standards through field inspection of Onsite, PM, and Installation quality for continuous improvement. - Identifying upgrade opportunities in IB for maximizing life cycle business opportunities. - Providing NPI service readiness and go-live support. - Planning spare parts inventory and mapping with respect to IB distribution and region-wise allocation. - Monitoring IB End of Service, service extension, and spares planning. - Providing effective remote technical assistance to customers through telephonic and ZSS. - Identifying and tapping opportunities to scale remote services and FTFR for productivity improvements and faster response to customers. - Maximizing ZSS adoption through periodic dashboards and progress by regions. - Working closely with Regional Service Managers and Regional Technical Specialists in OPT Surgery for technical and customer onsite issues, monitoring, reviewing performances of OPT Surgery products within the regions, and identifying, planning, and executing improvements. In terms of qualifications, you are required to have a Diploma, Degree, or Post Graduate Degree in Engineering/Technology. Additionally, you should have a minimum of 12-15 years of experience in Field Services with specialization in Ophthalmic Medical Equipment, Microscope Systems, or Medical Instruments. ZEISS India, headquartered in Bengaluru, operates in various sectors such as Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care, and Sports & Cine Optics. With 3 production facilities, an R&D center, Global IT services, and multiple Sales & Service offices across Tier I and Tier II cities in India, ZEISS India has a workforce of over 2200 employees and has been making significant investments in the country for the past 25 years. Join us in continuing the success story of ZEISS in India.,