Field Service Engineer - Level 2

Location/Region: This position requires residence in the Seattle/Tacoma, WA area. Will be covering the Pacific Northwest (OR, WA, MT, UT, WY)

What’s the role?
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.

Sound Interesting?

Here’s what you’ll do:

• 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 issue using the appropriate process quickly to ensure customer satisfaction and rapid resolution.
• Educate customers on possible upgrades and accessories to improve the capabilities of their equipment and pass any and all leads to the proper channels.
• Connect all available systems to the ZEISS Predictive Service network, as agreed by the Customer.
• Conduct special site or system environmental analysis tests as assigned by management.
• Train customers on basic system operation and maintenance using established guidelines.
• Properly care for all ZEISS tools and assets as may be made available during the execution of assigned responsibilities.
• Successful completion of all assigned technical training to acquire a thorough knowledge of assigned company equipment. This includes completing all required pre-reading assignments before all classroom courses, independently studying all materials and passing the courses to the satisfaction of the instructors.
• Actively engages in personal development (leverages the content available on the ZEISS CurioZ online training portal, as well as self-inspired development of knowledge as it relates to the role)
• Responsible for your personal safety when visiting labs and institutions by understanding the basics of lab behavior and an awareness of risks. Additionally, comply with all customer site safety protocols.
• Respect, live and share with internal and external customers, the ZEISS values.
• Other duties as assigned by manager

Do you qualify?

• 4-year degree or technical certificate in technical/scientific discipline, related military electronics experience or an equivalent combination of training and experience such as 3+ years direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.
• 3-5 years of professional work experience
• Sound knowledge and understanding of Laboratory Safety requirements for BSL 1, 2, and 3 environments, as well as specimen handling of Level 3 (and below) pathogenic biohazards (e.g., bacteria, viruses, fungi, parasites, and prions)
• Ability to understand and troubleshoot problems in software, electronics, optics and electron optics, high voltage, high vacuum, mechanical, and electro-mechanical systems
• Knowledge of Windows operating environments and word processing and or email applications. Familiarity with databases or CRM Systems a plus.
• Ability to read and understand electrical or mechanical engineering documentation and schematics.
• Must have driving record in good standing, a valid U.S. driver license, and be able to drive a company provided car/van.

Nice to Haves:

• Proven ability to work successfully as an individual contributor or as part of a team.
• Good communication skills, able to converse readily in English, both verbally and in writing. (German a plus.)
• Good administrative and time management skills

Working Conditions:

• Capable and willing to engage customers in their workspace/environment, including BSL -2 and BSL-3 facilities. If capable and willing, may be asked to engage in a BSL-4 environment.
• Willingness and ability to travel domestically and overseas. In addition to service function, may be asked to work in assigned teams on defined projects as directed by management.
• Lifting of heavy equipment crates required; crate weight ~ 75 lbs.
• Frequent overnight travel, domestic and international (average 50%)
• Able to obtain corporate credit card
• Participation of six months to one-year of formal training as a Field Service Engineer and proficiently maintains all duties and associated responsibilities

ZEISS is one of the world leading manufacturers of microscopes. In addition to excellent light and electron/ion microscopes, ZEISS also offers a broad range of optical sectioning systems as well as high-resolution X-ray microscopes. ZEISS Microscopy is a leading provider of microscope solutions in the life sciences, materials research, routine and industry markets.