ZEISS field service engineer Danny sits at a microscope and smiles.

ZEISS Stories | Danny

In the service of
problem solving

Field Service

If an important microscope suddenly breaks down in a research laboratory or high-tech production facility, every minute counts. That's when Danny's moment arrives. The service engineer at ZEISS RMS in Singapore makes sure that important devices for research and quality assurance are ready for use again quickly - never working on his own but as part of a dedicated team.

Danny is a tech enthusiast both at work and at home. He is particularly fascinated by everything that happens on a microscopic level, i.e. the smallest structures, the finest details, high-tech on a nano scale. The fact that he studied electrical engineering with a focus on nanotechnology is a good fit because he is now working as a service engineer at ZEISS in Singapore, where he looks after complex scanning electron microscopes, among other things. His day-to-day work is demanding; when Danny is called to a customer, a key piece of equipment in a laboratory or in the quality assurance department of a production line is at a standstill. This often requires haste. "Our customers expect us to solve the problem within 24 hours otherwise important processes could come to a halt," he says.

ZEISS field service engineer Danny smiling and leaning on a desk with a microscope

Solving problems, creating trust

Danny loves challenges like this. That's because solving problems is exactly his thing. "I find it exhilarating to immerse myself in complex issues analyze them and come up with the best solution as a team." Teamwork is particularly important to him. "At ZEISS, you are never alone," he emphasizes. "If I can't get straight to the problem, my colleagues are always there for me on the phone, chat or on site." In particularly demanding cases, technical support will be provided from the company headquarters. A positive sign for Danny who says, "This reassures both me and our customers."

He has made a strong start despite his not feeling confident

He experienced how well this interaction works right at the very beginning of his time at ZEISS Singapore. Barely two months into his new job, he was sent to a key customer. Their machine was a technically highly complex system. The customer was demanding and had the expectation that the machine would be ready for use again on the same day. “I was not confident because I didn't know the system very well yet,” Danny recalls. But he got immediate support from colleagues in technical support, who guided him through the troubleshooting process over the phone. They all worked out a solution. “That was a great moment,” says Danny. “I was new, it wasn't easy but we got there. The customer was happy and I knew I'd come to the right place.”

If I'm interested in certain areas, I get the opportunity to go deeper.

Danny Field Service Engineer

Keeping abreast of new technologies

What Danny particularly appreciates about ZEISS is the blend of technical excellence with collegial support. For him, the two go hand in hand. “We regularly receive specific training courses on new devices and applications. I can also keep learning any time using our internal platforms or by exchanging ideas with experienced team members.” His managers also actively encourage him. “If I'm interested in certain areas, I get the opportunity to go deeper.” It’s no surprise that Danny also likes to immerse himself in new technological developments in his free time - be they artificial intelligence or the latest advances in semiconductor manufacturing. “I like to read about what is already possible today and what may soon be possible.”