Service Operations Administrator

About Us:

How many companies can say they've been in business for over 177 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 of 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!

What's the role?

As a Service Operations Administrator you get to work with an astonishing team that plays a vital role Service Operations for Carl ZEISS Meditec in Dublin California.

The Service Operations Administrator will be responsible for all non-triaged ticket creation, auditing Technical Support created tickets prior to field dispatching and auditing the confirmations after the service has been performed. The Service Operations Administrator will ensure that tickets are efficiently dispatched to the field while adhering to the appropriate service levels. The Service Operations Administrator will assist in coordination of Field Service Installations, Corrective and Preventative maintenance and Corrective Actions. Will maintain cross functional partnerships with multiple departments including, but not limited to Field Service, Tech Support, Sales and Accounts Receivable.

Sound Interesting? Here's what you'll do:

• Ensure tickets are audited and corrected within agreed upon SLA

• Perform audits of field conformations ensure conformance with established procedures.

• Maintain and ensure accuracy of customer and product master data for use in customer interactions.

• Assist Technical Support/ Call Center and Field Service teams with customer requests, database corrections, ticket requests and other requests related to service transactions.

• Process credit and rebill requests from Accounts Receivable.

• Responsible for closure process of service orders completed by Field Service team/ correcting errors as needed to ensure customers are invoiced correctly.

• Responsible for manual creation of Ibase/ Equipment record in SAP CRM as needed.

• Monitoring of open call load for Field Service Engineer and assigned region

• Assist FSEs with schedule organization, reassignments/reschedules, communication with customer, quote generation, and other administrative tasks to support FSE/FSS and customers

• Follow-up with customers to ensure completion of all service events

Additional Responsibilities:

• Special projects or assignments, as requested by Customer Care Leadership.

• Assist in training of Technical Support, Call Center and Field Service teams on the ticketing processes related to service transactions.

• Maintain high level of efficiency and accuracy while working with multiple stakeholders

• Ability to prioritize workload with multiple and conflicting timelines

• Adhere to applicable GMP and ISO 9001 processes and procedures. Abide by state and federal employment laws.

Do you qualify?

• Associates Degree or equivalent from two-year college or technical school, or three (3) years related experience, preferred.

• Excellent customer service skills, via phone and email

• Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software)

• Excellent written and verbal communication skills

• Highly organized individual

• Ability to problem-solve, and make decisions within established guidelines together with FSE's and FSS's

• Fast learner with ability to adjust quickly to situations that change frequently.

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!

The hourly pay range for this position is $34.00 - $42.00.

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 eligible for a performance bonus.

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).