Service Engineer, Medical Techology

ZEISS Group; Muntinlupa; On-site; PHP 502,000 - 837,000; Full time

Job summary

ZEISS Group in the Philippines seeks a field service engineer to deliver service excellence for its medical equipment portfolio. The role involves tech support, installation, calibration, and preventive maintenance at customer sites, coordinating with back office to meet service deliverables.

You will engage in diagnostics, repairs, and after-sales support for events and customer installations, including weekends, and ensure KPIs like NPS and CSI are met.

Qualifications

• Degree in Electrical & Electronic Engineering or Biomedical Engineering or related field.
• 4–6 years of medical equipment technical support experience including troubleshooting.
• Knowledge of networks, healthcare IT, and data management systems.
• Strong teamwork and interpersonal skills with analytical ability.
• Customer-centric mindset with problem-solving and prioritization skills.

Responsibilities

• Provide technical support and customer care including diagnosis and troubleshooting.
• Carry out repair, installation, calibration, commissioning and preventive maintenance at customer sites.
• Support sales team during seminars, demos, exhibitions and workshops (often on weekends).
• Perform LAN integration and resolve connectivity issues for medical devices and data systems.
• Report promptly to Service Manager on quality issues and ensure customer satisfaction at all touchpoints.

Skills

Troubleshooting

Customer focus

Networking basics

Analytical thinking

Education

Electrical & Electronic Engineering or Biomedical Engineering

Tools

Remote diagnostics tools

Job description

Your Role

This position is to deliver service excellence for the product portfolio assigned. The incumbent is responsible for providing service support function to sales team including demo, exhibitions and trade shows. This is not limited to technical support such as providing installation, commissioning, repair, calibration, and preventive maintenance services to customers. This role needs to collaborate effectively with back office in fulfilling service deliverable schedules and ensure all protocols are executed timely.

Your responsibilities will include:

• Perform technical support and customer care activities including diagnosis and troubleshooting
• Engage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers’ sites)
• Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekends
• Perform LAN integration and resolve connectivity issues pertaining to medical devices and data management systems, o computer Operating System / Security / Fire wall settings
• Perform troubleshooting on device / software on workstation pc using remote software tools
• Collect market competitive intelligence data
• Support company’s revenue by growing and selling service contracts including ensuring parts sale are profitable
• Responsible for all KPIs as agreed including NPS, CSI, response and resolution time
• Timely report to Service Manager in case there are systemic quality issues
• Proactively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch points

Job Requirements:

• At least a Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification
• Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledge
• Knowledge with networks, healthcare IT, Data Mgt / Patient Mg systems necessary
• Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills.
• Passion for customer success and focus on creating value for customer
• Demonstrated initiative through problem-solving, system thinking and prioritization
• Sound ability to troubleshoot and manage complexity

Your ZEISS Recruiting Team:

Chloe Tan