Field Service Specialist
- Istanbul, Turkey
Posted 25 days ago
About the role
Field Service Specialist
Istanbul / Ankara, Türkiye
Permanent
ZEISS is technology and innovation. Founded in Germany in 1846, we’re an internationally leading technology enterprise operating in the optics and optoelectronics industries generating more than 10.8 billion Euros in revenue with around 46,000 employees across 50 countries around the globe.
As a company wholly owned by a foundation, ZEISS is rooted in and committed to responsibility in all its activities. Therefore, 15% of revenue is currently invested in science and R&D. As the pioneer of scientific optics, we continue to challenge the limits of human imagination. With our passion for excellence we create value for our customers and inspire the world to see in new ways.
ZEISS Türkiye is currently seeking, highly motivated Field Service Specialist to represent ZEISS Research and Microscopic Solutions (RMS) team in İstanbul and Ankara.
ZEISS RMS provides advanced microscopy solutions for life sciences, materials research, semiconductor, and academic institutions. With a comprehensive portfolio including light, confocal, electron, and X-ray microscopy systems, ZEISS RMS empowers scientific discovery and drives innovation across research and industry worldwide.
Your Role
The role of a Field Service Specialist will involve:
- Perform equipment installation, preventive maintenance, upgrades, calibration, performance verification, acceptance testing, and troubleshooting activities at customer sites.
- Carry out installation, maintenance, upgrades, and troubleshooting activities for SEM, FE-SEM, FIB-SEM, and similar electron microscopy systems.
- Analyze customer needs and technical issues promptly and accurately and provide effective solutions.
- Serve as the primary technical expert in fault diagnosis and troubleshooting processes.
- Conduct systematic root cause analyses and develop sustainable, long-term solutions rather than temporary fixes.
- Visit customer sites to investigate and resolve technical issues on-site.
- Accurately communicate customer requirements to Sales, Application, Product Support, and Global Technical Support teams, ensuring effective coordination among all stakeholders.
- Provide remote and on-site support for service requests and equipment malfunctions.
- Manage technical escalation processes with Global Technical Support, Product Management, Application, and Engineering teams when required.
- Handle customer complaints through technical root cause analysis, clear communication, and a permanent solution-oriented approach.
- Provide technical guidance to users on equipment operation, routine checks, maintenance awareness, and best operational practices.
- Identify spare parts requirements, contribute to service planning, and ensure preventive maintenance activities are carried out in accordance with manufacturer standards.
- Prepare service reports accurately and on time in line with company standards.
- Record all technical activities accurately and completely in service reporting systems, CRM platforms, and ticketing tools.
- Communicate effectively with Sales, Management, Customer Support Center, Application Teams, Global Technical Teams, and customers.
- Build long-term customer relationships to maximize customer satisfaction and equipment performance. Comply with occupational health and safety regulations, including high-voltage systems, vacuum technology, radiation/X-ray safety requirements, and laboratory working standards.
Your Experience
As a Field Service Specialist you will have:
- Bachelor’s degree in Electrical & Electronics Engineering, Electronics Engineering, Mechatronics Engineering, Physics, Physics Engineering, or a related technical field.
- 1–3 years of experience in a similar role within an international company. Experience in scientific instruments, electron microscopy, analytical instruments, medical devices, or other high-technology equipment is preferred.
- Knowledge of or experience with electron microscopy, vacuum technology, high-voltage electronics, precision mechanics, or scientific instruments is preferred.
- Strong troubleshooting capabilities, root cause analysis mindset, and systematic problem-solving approach.
- Ability to read and interpret electrical/electronic schematics, technical drawings, service documentation, and maintenance instructions.
- Ability to analyze mechanical, electronic, computer-related, and software-related issues collectively.
- Proficiency in using measurement instruments, service equipment, and technical testing tools.
- Ability to manage challenging customer situations and ensure customer satisfaction.
- Ability to explain technical concepts clearly to customers and provide basic user training when required.
- No restrictions on frequent travel.
- Experience using remote support tools, service reporting systems, CRM platforms, and ticketing applications.
- Good command of written and spoken English, with the ability to communicate effectively with global technical teams.
- For male candidates, completion of military service or no military obligation. Valid driver’s license and active driving experience.
Experience with CRM or sales tracking systems is an advantage. Apply now to take the next step in joining ZEISS, where you can push technological boundaries, shape markets and contribute to the advancement of society.
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Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, ideology, disability, age or sexual orientation and identity.
Problem Solving, Customer-focused Mindset, Microsoft Office applications.
Your ZEISS Recruiting Team:
Asli Yilmaz