At ZEISS India, service excellence is structured across three levels of technical support - 1st Level Field Service Engineers who offer on-ground assistance, 2nd Level APAC Support based in India that handles advanced troubleshooting and standardization, and 3rd Level Global Support which focuses on complex, escalated cases requiring deep technical intervention. In today’s increasingly interconnected world, delivering seamless support for complex medical technology requires not only state-of-the-art devices but also a robust technical ecosystem. At ZEISS, innovation is a living concept in every department and at every touchpoint of the customer journey, especially post-installation service. This is where the 2nd Level APAC Support team from ZEISS India plays a mission-critical role in the customer-centric business and has defined standardizing Service Support and Customer Care on a global level.
From our strategic hub, we are redefining the benchmarks of global technical support for ZEISS Medical Technology devices. This is where the 2nd Level APAC Support team from ZEISS plays a mission-critical role in the customer-centric business and has defined standardizing Service Support and Customer Care on a global level. The expert team delivers high impact to support customer success in hospitals and practices. 24x5 support across all time zones with immediate professional problem-solving services that directly support Field Service Engineers and customer satisfaction around the world. With the objective of providing excellent service and support, we enable our customers to focus on achieving the best clinical outcomes for their patients.
Bridging Medical Technology Complexity with Expert Capability
ZEISS Medical Technology systems, particularly in areas such as ophthalmology, microsurgery, refractive surgery and radiotherapy which integrate advanced optics, digital interfaces and workflows powered by the Health Data Platform. While our Field Service Engineers are equipped to handle most customer queries on site, there are instances that demand deeper diagnostic capabilities, broad range of experience and multidisciplinary intervention. That is where the 2nd Level Support team steps in.
Our India-based 2nd Level Support team is composed of highly trained technical experts specializing in opto-mechanical systems, electronics, embedded systems, digital, clinical workflows and connectivity. The team is capable of handling standalone devices as well as complex digital workflows for ophthalmic, microsurgery, refractive, data management, and radiotherapy solutions. We combine domain expertise with analytical precision to resolve complex cases that cannot be solved on-site - ensuring uptime for critical medical equipment and, by extension, continuity of patient care.
A Global Engineering Powerhouse
What makes our operation unique is its truly global impact. Although geographically based in India, our support activities are borderless. We collaborate in real-time with ZEISS Field Service Engineers across all three regions (Asia-Pacific, EMEA and Americas), leveraging secure remote diagnostics, cloud-based telemetry, and proprietary troubleshooting frameworks to pinpoint and resolve technical issues rapidly.
Our engagements range from advanced optical alignment challenges in medical instruments, such as surgical microscopes, diagnostic instruments and various types of lasers among other technologies to software, firmware irregularities. The team works closely with ZEISS R&D and Product Management teams in various Competence Centers (Germany, USA, China and India) – our Global Headquarters to feed back the field data that supports next-generation product improvements - a true testament to the integrated value chain ZEISS operates globally.
Investing in Competence, Continuity, and Confidence
Innovation, a learning culture, and continuous improvement are core to ZEISS’s DNA. Our significant emphasis on continuous learning and capability building reflects these core values. Our engineers undergo intensive technical certification and advanced training and lead technical knowledge transfer sessions for field service teams. By cultivating a culture of proactive learning and structured escalation, we not only solve problems rapidly but help prevent them.
Furthermore, the use of advanced digital platforms allows our team to support faster root cause analysis, maintain traceability of issues, and ensure the highest compliance with ZEISS’s global quality standards. All escalations are documented and resolved to ensure that the global service community stays informed and prepared for similar scenarios.
From India to the World – Advancing Service Innovation
As India continues to emerge as a technology and service innovation hub, the company’s intent to anchor such a specialized support team here is both strategic and forward-looking. Our ability to blend deep product knowledge with agile execution is not just supporting the APAC region - it is further strengthening ZEISS’s global commitment to precision, reliability, and customer-centricity. The 2nd Level APAC Support team from ZEISS India continues to set benchmarks in customer satisfaction, earning exceptionally high scores in both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings. These results reflect the team’s unwavering commitment to delivering fast, reliable, and expert support that healthcare professionals can count on. Whether it is remote diagnostics, on-site service, or proactive maintenance, the team ensures every customer interaction is handled with precision and empathy - helping medical practitioners focus on what matters most: patient care.
This is technical excellence with a purpose - delivering global impact from the heart of India!
Author: Ramesh Gaggar, Head of Regional Support - APAC, ZEISS India
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on
July 02, 2025
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