Service Specialist

Position - Service Specialist.

Key Responsibilities:

As a Service Specialist in the Vision Technology Solutions (VTS) team, you will be responsible for the installation, maintenance, and repair of ZEISS vision care devices. You will work closely with customers to ensure the optimal performance of our products, provide technical support, and deliver exceptional service. This role requires a combination of technical expertise, customer service skills, and a commitment to upholding ZEISS high standards of quality and innovation.

Key Responsibilities & Accountabilities (Tasks & Deliverables):

Installation & Commissioning

Install and set up ZEISS Vision Care devices at customer sites

Ensure proper calibration and configuration of equipment to meet ZEISS Standards

Service Operations

Ensure all service requests are closed within agreed timelines and documented

Diagnose and resolve technical issues or faults in equipments promptly

Replace defective components and ensure compliance with safety and quality standards

Service Contracts & Maintenance

Encourage customers to enroll in VTS service contracts to ensure routine service.

Perform routine preventive maintenance to ensure longevity and optimal performance of ZEISS devices

To constantly find ways to upbring service revenues for the assigned territory

Collaboration with Internal Teams

Work closely with sales team for VTS lead generation, and conduct follow-ups for closure

Share insights regularly with sales team on new updates and share field insights to product management team on design, functionality and serviceability.

Customer Support

To provide technical support either on-site or remotely, to address operational or technical queries

Train customers in proper usage of the device and care for the ZEISS devices.

Maintain strong relationships with customers to ensure satisfaction and loyalty.

Existing customers usage to be monitored for bringing the best outcomes from VTS devices

Development

Stay updated on latest ZEISS technologies, products, and service techniques and follow a

culture of continuous improvement and learning.,

Demonstrate a self-directed high-performance culture and share best practices with team

members to improve overall service quality

Compliance & Safety

Adhere to ZEISS's safety protocols and industry regulations during all service activities.

Ensure compliance with warranty terms and service a