Engineer Sms

**Key Responsibilities** **Field Support & Training** * Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region, ensuring timely and effective service for both academic and industrial customers.  * Perform equipment installations, user training, and commissioning to ensure customers can operate the equipment effectively and independently.  * Collaborate with Sales and PASS team to address customer-specific needs during installations and training **Technical Troubleshooting & Maintenance** * Diagnose and resolve technical issues promptly to minimize customer downtime and maintain equipment reliability.  * Conduct regular maintenance, calibration, and repair services to ensure optimal performance and extend the lifespan of SMS products.  * Utilize advanced diagnostic tools and techniques to identify root causes of recurring issues and implement long-term solutions.  **Mobile X and CRM Administrative Task** * Submit CCT tickets for all service-related jobs to ensure proper tracking, resolution, and accountability.  * Complete all necessary documentation and updates in the Service CRM system, ensuring accurate service records and compliance with internal processes.  * Maintain organized records of service activities to support reporting, analysis, and continuous improvement initiatives.  **Customer Engagement** * Foster strong relationships with customers by ensuring interactions at every touchpoint, from initial contact to post-service follow-ups.  * Address technical inquiries and provide clear, actionable solutions to meet customer needs.  * Actively follow up on customer feedback to identify areas for improvement and ensure high levels of satisfaction.  * Represent the company professionally to maintain and enhance the ZEISS brand image.  **Technical Support** * Provide technical expertise and support during product demonstrations and exhibitions to assist the Sales and PASS team in showcasing product capabilities.  * Conduct functional checks on equipment to ensure readiness and reliability for demonstrations and events.  * Report systemic quality issues or recurring problems to the Service Manager to support continuous product improvement and customer satisfaction.  **After Sales Lifecycle** * Promote and sell service contracts, upgrades, and accessories to customers, driving recurring revenue and enhancing customer value.  * Identify opportunities to upsell or cross-sell additional services or products based on customer needs and equipment lifecycle stages.  * Ensure profitability on all parts sold by maintaining cost efficiency, proper pricing strategies, and value delivery.  **Industrial Customer Focus** * Enhance satisfaction among industrial customers, particularly tier-1 accounts, by implementing projects to improve equipment uptime and reliability.  * Collaborate with customers to identify pain points and develop tailored solutions to meet their operational needs.  * Focus on growing recurring revenue streams through lifecycle innovations, such as service contracts, upgrades, and proactive maintenance programs, specifically targeting key industrial customer segments.  **Requirements** * Bachelor’s Degree in Electronic Engineering, Photonics/Optical Engineering or a related technical field * 2 years of proven experience in field service, with a strong emphasis on technical troubleshooting, maintenance, and repair of complex equipment. * Proficiency in operating photomask repair tools, such as Focused Ion Beam (FIB) systems, Laser-based repair systems and Electron-beam lithography tools. * Demonstrated ability to manage on-site installations, commissioning, and user training. * Prior experience within Semiconductor or Industrial sector is a plus * Experience in working in a cleanroom environment * Strong communication skills with the ability to build rapport and interact effectively with customers * Excellent problem-solving and troubleshooting skills. * Customer-centric mindset with a focus on delivering high-quality service. * Ability to work independently with minimal supervision. * Strong communication and collaboration skills to work effectively with internal teams and customers. * Proactive approach to identifying opportunities for improvement and driving business growth. * Has a valid driving license. * Able to travel for training. * Weekend standby and support may be required at times, depending on the business needs and outlook. Your ZEISS Recruiting Team: Rebecca Felix