Field Service Technician

Distributor Opportunity: This posting is provided as a service to an external independent ZEISS distributor. This is not an employment opportunity with Carl Zeiss AG or any other ZEISS company. Any offer of employment will be made by the distributor, which will serve as the employer of record and be solely responsible for all compensation, benefits, and employment policies. Carl Zeiss AG (including its subsidiaries and affiliates) is not the employer for this position and is not responsible for employment decisions or the terms and conditions of employment. You agree that we may provide your application, including all information contained therein, to third parties for this purpose.

Location/Region: This position requires residence in the Denver, Colorado area. Will be covering the Southwestern United States (CO, AZ, UT, NM, S. Wyoming, El Paso, TX, Las Vegas, NV)

Position Overview:

The Field Service Engineer is a customer-facing field service role responsible for the installation, maintenance, repair, diagnosis, and troubleshooting of complex automated electromechanical systems. Success in this position requires intermediate technical knowledge, a strong understanding of equipment theory and application, and the ability to work independently in customer environments while supporting an assigned account base and helping retain contract customers. The role also requires timely completion of preventive maintenance, accurate administrative follow-through, and effective coordination with customers, sales representatives, ZEISS technical support, and sales management to ensure responsive service and customer satisfaction. Strong interpersonal and communication skills are essential, along with the ability to manage time effectively, prioritize service activities, escalate issues through the appropriate process, and collaborate across teams to resolve challenging technical concerns. Field Service Engineers are also expected to maintain required technical skill certifications by successfully completing ZEISS-offered training programs, including both in-person classroom instruction and online learning resources.

In this role, you will:

• 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 (service visit operations) within 24 hours of finishing the work following all procedures and guidelines for spare parts and time allocations.
• Provide accurate and detailed issue descriptions for billable quotations, as requested, 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 in a timely fashion to ensure customer satisfaction and rapid resolution.
• Educate customers on possible upgrades and accessories to improve the capabilities of their equipment and pass on any and all leads to the proper channels.
• 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.
• Successfully complete all assigned technical training to acquire 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 engage in personal development (leverage where possible the content available on the ZEISS CurioZ online training portal, as well as self-inspired knowledge development as it relates to the role).
• Be responsible for your personal safety when visiting labs and institutions by understanding the basics of lab behavior and an awareness of risks.  Additionally, comply with all customer site safety protocols.
• Candidate must conform to Southwest Surgical code of ethics and conduct.
• Other duties as assigned by manager.

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 3+ years direct experience building, maintaining, installing, and/or repairing similarly complex automated electromechanical systems.
• 3-5 years of professional work experience.
• Sound 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).
• 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.
• Ability to read and understand electrical or mechanical engineering documentation and schematics.
• Must have driving record in good standing, a valid U.S. driver license, and be able to drive a company provided car/van.

Nice to Haves:

• Proven ability to work successfully as an individual contributor or as part of a team.
• Good communication skills, able to converse readily in English, both verbally and in writing. (German a plus)
• Good administrative and time management skills.

Working Conditions:

• 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 (for training). In addition to service function, may be asked to work in assigned teams on defined projects as directed by management.

• Lifting of heavy equipment required; ~ 75 lbs.
• Frequent domestic overnight travel and international travel for training (overall average 50%)
• Participation of six months to one-year in formal training for role as a Field Service Engineer with ZEISS and proficiently maintain all duties and associated responsibilities concurrently.

The annual pay range for this role is $72,000 - $90,000 and is eligible for a performance bonus. Benefits offered:

Medical

Vision

Dental

401k

Paid time off, including vacation, personal, and sick days

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

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.

 Info about the distributor:

Founded in 2000, Southwest Surgical, LLC is a premier medical device distributorship serving the Southwestern United States, with a footprint spanning Colorado, Arizona, New Mexico, Utah, Wyoming, El Paso (TX), and Las Vegas (NV). Built on a foundation of clinical expertise and client-first service, Southwest Surgical has established itself as the region's trusted partner for advanced surgical technologies.

The company represents a diversified portfolio of capital equipment and disposable product lines, partnering exclusively with manufacturers recognized as global leaders in medical innovation — including Carl Zeiss Surgical Microscopes. This strategic alignment enables Southwest Surgical to deliver best-in-class solutions to hospitals, surgical centers, and healthcare providers throughout its markets.

Southwest Surgical's success is driven by a dedicated, highly experienced sales organization that combines deep industry knowledge with an unwavering commitment to patient outcomes. As the healthcare landscape continues to evolve, the company remains focused on identifying and delivering next-generation surgical technologies that empower physicians and elevate the standard of care.

Disclaimer: This posting is provided as a service to an external independent Zeiss distributor. This is not an employment opportunity with Carl Zeiss AG or any other Zeiss company. Any offer of employment will be made by the distributor, which will serve as the employer of record and be solely responsible for all compensation, benefits, and employment policies. Carl Zeiss AG (including its subsidiaries and affiliates) is not the employer for this position and is not responsible for employment decisions or the terms and conditions of employment. You agree that we may provide your application, including all information contained therein, to third parties for this purpose.

Your ZEISS Recruiting Team:

Jo Anne Mittelman

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).