Primary Duties and Responsibilities:
- Product and Department Support
- Implement and introduce new products to the field including documentation development.
- Report on all products and point out possible problems and potential pitfalls of the product.
- Propose solutions to product and field issues.
- Provide technical information and reports that will be used as the basis for tech updates and bulletins on products and product issues.
- Support the Tool Logistic Coordinator in purchasing and calibrating proper tooling
- Track and participate in all ISO 9000 procedures and internal audits.
- 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, secure expert advice from others and monitor the service call until repair service is finished.
- Provide technical training and expertise on products as requested.
- Handle projects and retrofits, including RFQ, site surveys, installation and final acceptance as required.
- 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.
- Associates or technical degree preferred in an engineering or related field.
- Experience in the field of technical support and / or software application of a minimum of 4 years required. Equivalent experience in the field of technical engineering accepted.
- 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.
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What We Do
ZEISS is an internationally leading technology enterprise operating in the fields of optics and optoelectronics. In the previous fiscal year, the ZEISS Group generated annual revenue totaling 10 billion euros in its four segments Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets (status: 30 September 2023).
With around 43,000 employees, ZEISS is active globally in almost 50 countries with around 30 production sites, 60 sales and service companies and 27 research and development facilities (status: 30 September 2023). Founded in 1846 in Jena, the company is headquartered in Oberkochen, Germany. The Carl Zeiss Foundation, one of the largest foundations in Germany committed to the promotion of science, is the sole owner of the holding company, Carl Zeiss AG.
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