Technical Support Specialist level 2

How many companies can say they've been in business for over 179 years?!

Here at ZEISS, we certainly can! As one of the pioneers of science, ZEISS handles the everchanging environment of our 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 with over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the role?

The individual in this position is responsible for the technical support, service training and introduction of all product lines into the field. This position serves as a technical bridge between the factory / 2nd level support system and the field. This person supports the distribution of technical information, training and product knowledge for all coordinate measuring systems including hardware, software and Calibration Processes.

Sound Interesting?

Here's what you'll do:

Customer Support

• Interaction with customers requesting support for unplanned services.

• Provide expert advice by defining problem statement and solution path.

• Identify the most suitable service engineer, tools, test equipment and parts for a given problem.

Employee Support

• Interaction with service engineers remotely or onsite to provide technical advice and support.

• Secure expert advice via 2nd and 3rd level global support structure and monitor the service call until repair service is finished.

• Provide technical training and expertise on products as requested.

• Support projects and retrofits, including RFQ, site surveys, installation and final acceptance as required.

• May provide training as needed.

Product and Department Support

• Implement and introduce new products (e.g. CMM, SFG, PCI) to the field including development of service documentation and training as needed.

• Report on all products and point out possible problems and potential pitfalls of the product.

• Collaborate with R&D and product management on product improvements. Report on all product, field and quality issues.

• Provide technical information and reports that will be used as the basis for technical updates and bulletins on products and product issues.

• Support the Tool Logistic Coordinator in purchasing and calibrating service tooling

• Track and participate in all ISO 9000 procedures and internal audits.

• Escalate calls per company procedures.

• Support of Technical Support Management to meet key departmental objectives.

• Perform other duties and responsibilities as assigned by the supervisor

• Demonstrate ZEISS Core values (Serve, Empower, Act, Win).

• Foster and reinforce company initiatives, policies, and procedures.

Do you qualify?

• Bachelor or technical degree in an engineering or related field is preferred. Equivalent experience in Field Service, technical support or engineering accepted.

• Minimum 2+ years of Direct experience in Field Service, technical support or engineering required.

• Must be able to read and understand electrical schematics.

• Must have excellent verbal and written communication skills.

• Must have excellent problem solving skills with the ability to work independently from problem statement to solution.

• Proficient in the use of standard tools including PC, MS Office (Word, Excel, and PowerPoint required, SAP, SAP-CRM.)

• Requires effective verbal and written communication skills

• Ability to multi-task and handle multiple assignments simultaneously.

• Customer focus to drive customer satisfaction.

• Above average ability in the following skills:

• Problem solving/troubleshooting.

• Self-motivation.

• Time management.

The annual base pay range for this position is $63,000 - $79,000

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. 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

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay

• The list goes on!

Your ZEISS Recruiting Team:

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).