Field Service Specialist (National Deployment)

Job description

About Us: How many companies can say they’ve been in business for over 179 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 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! Location/Region: Toronto What’s the role? The Field Service Specialist (National Deployment) independently installs, repairs, upgrades, and performs preventative maintenance on Carl Zeiss Medical Technology and DORC EVA NEXUS instrumentation in the field. This role requires strong technical expertise in the repair and modification of surgical platforms, along with a commitment to delivering high levels of customer satisfaction. Operating under a flexible, national deployment model, the incumbent provides service coverage across multiple regions in Canada, supporting business continuity by responding to fluctuating service demands, backfilling temporary absences, and addressing urgent or high-priority customer needs. Assignments may vary and can include travel to different regions for defined periods based on operational requirements. The Field Service Specialist (National Deployment) maintains professional communication with customers, internal teams, Sales, and Technical Support, while ensuring accountability for all company-issued property, including tools, equipment, inventory, and vehicles, in accordance with company policies. Sound Interesting? Here’s what you’ll do: Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Medical Technology and DORC EVA NEXUS guidelines. Leads and performs as the territory’s technical expert for all of ZEISS DORC product line for customer technical needs, is point of approval for module swaps and making decisions on which accounts take priority. Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well-being. Complete and submit a field service reports according to written procedures as per standard operating procedures. Complete and submit a monthly expense report according to Carl Zeiss Canada policies and procedures. Provides national coverage across multiple regions, supporting customer and operational needs as required Supports temporary backfill for employee absences, including vacations, leaves, and vacancies Responds to surge demand and urgent service requirements across Canada May be assigned to different regions for defined periods based on business priorities Operates with a high degree of flexibility, including variable schedules and travel requirements Maintain spare parts inventory and service tool calibration according to company guidelines. Maintain and ensure all required diagnostic equipment and tools are within calibration and compliant to company guidelines. Interface with customers in a professional, pleasant and calm demeanor. Provide remote assistance and triage over the phone when required for customer support. Maintain effective territory management and expense control. Build strong relationships with accounts in the field to develop and maintain trust and continued partnership as liaison to the Posterior Consumable Manager. Perform required preventative maintenance in a timely manner. Assist in training and mentoring new hires. Develop strong relationships with key customers. Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment and installing equipment at trade shows. Do you qualify? Minimum five (5) years of previous field service experience or relevant experience in in Electronics, Fine Mechanics or Optics. A Bachelor’s degree in Electronics, Industrial Mechanics, or a related field is preferred, or an equivalent combination of education and experience. Theoretical understanding of basic electromechanical, electronic, and optical systems. Basic understanding of troubleshooting techniques and approaches. Must have very good verbal and written communication skills. Must have strong computer skills with the ability to obtain specific certifications as required. Must be self-directed, able to work independently with limited management oversight. Multiple project and time management skills are required. Experience with several Carl Zeiss Medical Technology product lines is an asset Ability to obtain and maintain valid travel documentation for travel to the United States, Germany, and other required jurisdictions is necessary for this role. Must have a thorough understanding of schematics and complex technical data. Basic understanding and knowledge of ophthalmic anatomy and diseases of the eye. Must have a valid driver’s license and good driving record. Working Environment: This position requires regular and extensive travel across Canada, including to multiple provinces and regions, to support national customer service requirements. Travel is a core component of the role and may occur on short notice, based on operational needs. In addition, international travel, including to the United States and Germany, is required for training, meetings, and business-related activities. Travel will occur by air and/or automobile and may include extended periods away from home. This position provides coverage for DORC EVA NEXUS products nationally and may be required to provide temporary or extended coverage in various regions across Canada, based on business needs and operational priorities. Carl Zeiss Medial Technology products lines in any region as flex coverage for other technician absences. The annual pay range for this position is $74,000 – $93,000 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. We have amazing benefits to support you as an employee at ZEISS! Medical Vision Dental RRP Employee Assistance Program Paid time off including vacation, personal, and sick days The list goes on! The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion. Your ZEISS Recruiting Team: Jo Anne Mittelman As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy. Accommodation ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.