Head of Customer Service

Service Competencies:

- Complex to very complex equipment incl. associated machine accessories and complex systems; large portfolio span

- Installation, preventive maintenance, upgrades, and repair: diagnoses mechanical, hardware, software and systems failures refering to policies and procedures using practicable solutions.
Coordinates and implements basicto complex technical solutions.
IMR activities on international scale possible.
Exercises good judgement in selecting mthods, techniques and evaluation criteria for obtaining results.

- May train customers on routine system operation of assigned products.

- Must successfully complete all assigned technical training to acquire an in depth knowledge of assigned company equipment; demonstration of high-level product & process knowledge of a technical nature.

- May be trained on 3rd party systems, accessories or software as assigned by management, and possesses basic knowledge concerning the operation.

- May be trained to conduct special site or system environmental analysis tests as assigned by management, and has the ability to use this knowledge to diagnose system problems or qualify sites as acceptable.

- Provides input for the compilation of routine machine/system documentation incl. service manuals and training material to internal department.

- Following proscribed procedures, correctly order and obtain spare parts and also expedite the return of any defective materials as may be required

- Liaise and schedule assigned service activities with the customer and ensure ZEISS Service Mgmt, Customer Interaction Center, and when appropriate, the Sales Account Manager is kept aware as required.

- May provide defined pricing, availability, and schedule information to customer within established guidelines. Supports quote preparation.

- Properly care for all ZEISS tools and assets as may be made available during the xecution of assigned responsibilities

- Determines most cost effective repair/resolution to minimize customer downtime. Refers to policies and practices for guidance.

- Understands service KPIs, why they are in place and which behaviour will lead to which financial impact.
Complete all necessary forms and reports in support of department and company data collection efforts, e.g. expense reports, service reports, quality reports, in prescribed timeframe.

- Maintains an ongoing relationship with selected customers and sales staff to assure responsiveness. Advise customers on services and installations. Interprets customers’ needs; uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.

- Supports customers through specialized technical knowledge.

- Suggests additional and/or alternative products or services to meet customer needs if appropriate in consultation with CSE3.

- Plans and executes moderately complex technical customer training.
Guides and assists colleagues with lesser experience to increase process quality. Assist in the development and coaching with on-site / on the job training of CSE1.

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