X-Ray Microscope (XRM) Field Service Engineer at Zeiss Group in Dublin, California

Job Description:

About Us:

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the Role?

The X-Ray Microscope (XRM) Field Service Engineer is an intermediate level field service role, where you have 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. Support a given account base, retain contract customers, complete PMs on time, and perform administrative duties accurately and timely. Effectively diagnose and troubleshoot issues they encounter in the field. 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. As the level of proficiency increases, you may be asked to assist other X-Ray Microscope Field Service Engineers within Zeiss Group. At all times, conduct in accordance with company guidelines and standards is expected. You must live no more than one hour from the San Francisco Bay/Silicon Valley area or the Portland, Oregon area.

Key Metrics and KPIs of this position | Expectations

• Net Promotor Score ≥ Team target.


• Mean Time To Repair ≤ Team target.


• Productivity Level ≥ 113hrs/month.


• First Time Fix Rate ≥ 50% 60% or in sync with the product range.


• Average SOM Inventory age


• Optimized trunk stock content.


• Complete of all assigned PMs within 90 days.


• Travel and Entertainment cost control.

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.


• 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.


• Return spares parts within 1 week and manage individual Stock on Memo (SOM) account in an accurate and timely fashion.


• 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.


• Respect, live and share with internal and external customers, the ZEISS values.

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 5+ years direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.


• At least 3 years of experience working on microscopy equipment.


• Advanced 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)


• Advanced 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.


• Expert-level ability to read and understand electrical or mechanical engineering documentation and schematics, being able to explain them to customers or other FSEs as required. Effective use of the ZEISS knowledge bases and excellent information retrieval.


• Proven ability to work successfully as an individual contributor or as part of a team.


• Excellent communication skills, able to converse readily in English, both verbally and in writing. (German a plus.)


• Very good administrative and time management skills

Working Conditions and Special Demands:

• 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 asked to work in assigned teams on defined projects as directed by management.


• Lifting of heavy equipment crates required; crate weight ~ 75 lbs.


• Must have driving record in good standing, a valid U.S. driver license, and be able to drive a company provided car/van.


• Frequent overnight travel, domestic and international (average 70%).


• Able to obtain corporate credit card.

The annual pay range for this position is $81,000 - $101,000 (CA) and $75,000 - $94,000 (OR).

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

Your ZEISS Recruiting Team:
Steve Warner

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).