Technical Support Specialist

Carl Zeiss Vision Canada Inc.; Toronto; On-site; CAD 79,000 - 85,000; Full time

Benefits offered by this job

Medical Vision Dental

Paid time off

Employee Assistance Program

Job summary

Carl Zeiss Vision Canada Inc. is seeking an experienced Technical Solutions Specialist to provide field and remote technical support for ZEISS ophthalmic devices across Canada.

You will install, maintain, and troubleshoot equipment, coordinate service activities, and deliver technical guidance to customers and internal teams. Collaboration with Sales, Product Management, and R&D is key to supporting demonstrations, rollouts, regulatory requirements, and continuous improvement in the Canadian eye

Qualifications

• Bachelor's degree in a related field.
• Advanced knowledge of networking, IT infrastructure, systems integration, cloud solutions, and PACS.
• Experience with API integration and data interoperability is an asset.
• Proficiency with Microsoft Office applications (Excel, PowerPoint, Word, Teams).

Responsibilities

• Provide field and remote technical support for ZEISS VCS ophthalmic devices, software, and connected systems across Canada.
• Install, configure, inspect, maintain, troubleshoot, and repair devices and software; coordinate service activities and documentation.
• Demonstrate product knowledge and provide training to customers, field technicians, and internal teams.
• Support the sales team with quotations, orders, presentations, and product demonstrations.
• Collaborate cross-functionally with Sales, Product Management, R&D, and HQ to drive continuous improvement.

Skills

Networking fundamentals

TeamViewer

CRM documentation

Microsoft Office

Communication skills

Independent work

Cross-functional collaboration

Time management

Education

Bachelor's degree in computer science / information technology / healthcare technology

Tools

PACS

TCP/IP

Job description

About Us

How many companies can say they’ve been in business for over 180 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 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 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! Location: This position is located in our Toronto office.

What’s the role?

The Technical Solutions Specialist provides field and remote technical support for ZEISS VCS ophthalmic devices, software, and connected systems across Canada. The role installs, maintains, troubleshoots, and repairs equipment; coordinates service activities, contracts, orders, inventory, and documentation; and delivers technical guidance and training to customers, field technicians, sales teams, and internal stakeholders. Working cross-functionally with Sales, Product Management, R&D, and headquarters, the specialist supports product demonstrations and rollouts, regulatory requirements, continuous improvement, and the effective application of global expertise in the Canadian eye care market.

Here’s what you’ll do

• Provide timely first‑level technical support through field and remote assistance; troubleshoot and resolve customer issues, escalating complex cases as required.
• Install, configure, inspect, maintain, troubleshoot, and repair VTS devices, software, networks, and Customer Experience Centre equipment.
• Maintain current knowledge of the features, operation, technical specifications, and troubleshooting methods for all products in the VCS portfolio.
• Demonstrate proficiency with TeamViewer and a strong understanding of networking fundamentals.
• Provide installation guidance and application training to field technicians, sales teams, and internal stakeholders.
• Accurately document customer interactions, service incidents, resolutions, and monthly issue trends in the CRM system.
• Complete all required CurioZ training on time.
• Support the sales team with quotations, orders, presentations, customer opportunities, technical activities, product demonstrations, and rollouts.
• Schedule service appointments and coordinate with technicians to ensure timely service delivery.
• Manage service contracts, receivables, orders, swap requests, device inventory, and stock availability.
• Support ECP and retail initiatives while maintaining professional written and verbal communication with internal and external customers.
• Coordinate with headquarters on regulatory and registration requirements.
• Collaborate with Product Management and R&D to identify software and hardware enhancements and apply global expertise in the local market.
• Safeguard and track ZEISS assets, maintain an organized workplace, and comply with all safety requirements.
• Perform other related duties as assigned.

Do you qualify?

• Minimum five years’ experience in technical consulting or enterprise‑level technical support, preferably within the healthcare or medical device sector.
• Bachelor’s degree in computer science, information technology, healthcare technology, or a related discipline.
• Advanced knowledge of networking, IT infrastructure, systems integration, cloud solutions, and PACS, with demonstrated ability to resolve complex connectivity issues.
• Experience in API integration and data interoperability is an asset.
• Working knowledge of TCP/IP connectivity, PCs, servers, and database backup and recovery.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Word, and Teams.
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and collaborate cross‑functionally in a fast‑paced environment with product management, marketing, and technical support teams to advance digital transformation in eye care.
• Strong project and time management skills, with the ability to manage competing priorities.

The annual pay range for this position is $79,000 – $85,000. 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 or sales commissions.

Benefits

• Medical Vision Dental RPP Employee Assistance Program
• Paid time off including vacation, personal, and sick days
• The list goes on!

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!

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Accomodation ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier‑free and accessible employment practices. Should you require Code‑protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy.

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long‑term goal of the Carl Zeiss Foundation: to bring science and society into the future together. Join us today. Inspire people tomorrow.