Job Title: Field Service Engineer
Reports to: Field Service Supervisor
Department: IQS Technical Service
Principal Purpose
To carry out the installation & service/calibration of Coordinate Measurement and X-ray systems at customer premises.
Support machine breakdowns at customer sites & respond as instructed.
Primarily supporting customers within Ireland, with opportunity to work in UK & Europe.
Ensure excellent levels of customer service.
Principal Elements
- Installation & commissioning of new or relocated CMM’s and X-ray systems.
- Respond to onsite customer machine breakdowns.
- Support customers remotely with machine issues.
- Liaison with customers to resolve issues.
- Report to Field Service Supervisor (Ireland) highlighting problems & escalating any appropriate issues.
- Liaison with office / stores for ordering of spare parts.
- Supporting uptime shift working requests when required.
- Completion of stores goods return forms for return of exchange or unused parts.
- Onsite completion of calibration protocol & attach signed copy to CRM Ibase.
- Onsite completion of worksheet & attach signed copy to CRM Ibase.
- Completion of relevant working plan for Maintenance/Machine Care or Inspection & attach to Ibase.
- Completion of CPO report on new installations & attach to CRM Ibase.
- Closing of SAP worksheet on completion of work.
- Adhere to company H&S policy & procedures.
- Travel & Hotel bookings.
Additional responsibilities
Location
Field based & working directly from home unless required to visit offices of Carl Zeiss IQS Ltd.
Performance Measures
Annual appraisals to be undertaken by Field Service Supervisor (Ireland) and objectives set for the forthcoming year.
Qualifications and Training
- Technical Apprenticeship (completed) or HNC or higher in technical qualification such as electronics or engineering.
- Full National Driving Licence
- Permitted to work throughout Ireland; able to travel to UK and Germany for training.
- HND or above or equivalent in a technical qualification: mechatronics; electronics; engineering;
- Specific training or equivalent competitor products, e.g. coordinate measuring machines (CMM) and CT machines.
Experience
- Experience of electronic, electrical and mechanical principals.
- Experience within a field based customer facing role.
- Experienced in solving complex “system” type problems
- Manual dexterity, hand/eye co-ordination; experienced in handling delicate or sensitive components / equipment.
- Experience of directly equivalent technology or CNC machines.
- Has worked within a service / maintenance / repair role previously.
- Working in a role requiring flexibility to support occasional out of hours working.
- Experience of remote support
Knowledge and skills
- Good knowledge of a core product-related technology: electronics; mechanics.
- Good understanding of IT Principles and developing technologies in IT.
- Deeper understanding in the area of electronics / mechanical principals.
- Specific subject knowledge; for example previous use of CMM’s
Competencies
- Focuses on customer needs and satisfaction
- Sets high standards for quality and quantity
- Monitors and maintains quality and productivity
- Works in a systematic, methodical and orderly way
- Follows procedures and policies
- Keeps to schedules
- Demonstrates commitment to the organisation
- Shares expertise and knowledge with others
- Works productively in a high pressure environment
- Keeps emotions under control during difficult situations
- Balances the demands of work life and personal life
- Maintains a positive outlook at work
- Takes initiative, acts with confidence and works under own direction
- Establishes good relationships with customers and staff
- Relates well to people at all levels
- Quickly learns new tasks and quickly commits information to memory
- Encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback)
- Manages knowledge (collects, classifies, and disseminates knowledge of use to the organisation)
- Probes for further information or greater understanding of a problem
- Makes rational judgements from the available information and analysis
- Adapts to changing circumstances
- Accepts new ideas and change initiatives
- Adapts interpersonal style to suit different people or situations
- Structures information to meet the needs and understanding of the intended audience
- Manages time effectively
- Identifies and organises resources needed to accomplish tasks
- Accepts and tackles demanding goals with enthusiasm
- Works hard and puts in longer hours when necessary, accepts potential for weekend working at times.
Your ZEISS Recruiting Team:
James Lawn, Kate Benyon, Melissa Prescott, Natarlee Lawrence, Suya Rolph