Digital Technical Support Engineer I

ZEISS Meditec Inc.; Dublin (CA); On-site; USD 61,000 - 73,000; Full time

Benefits offered by this job

Performance Bonus

Medical plans

401k Matching

Paid time off

Job summary

ZEISS Meditec Inc. is seeking a Digital Technical Support Engineer I to provide expert-level technical assistance to customers, field service teams, and internal users across our medical technology portfolio in the United States. You will work with cross-functional groups to resolve complex product and software issues.

You will mentor peers, develop documentation, and help onboard new hires while maintaining service level goals and a strong focus on quality and customer satisfaction.

Qualifications

• Respond to highly complex technical questions from Customers, Field Service Engineers, and other internal customers and partners.
• Lead ad-hoc teams to address complex escalations that require coordination across multiple disciplines.
• Assist with development of documentation for product and process, including HL7 integrations.

Responsibilities

• Respond to highly complex technical questions and inquiries from Customers, Field Service Engineers, and other internal customers and partners with an appropriate sense of urgency.
• Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.
• Lead ad-hoc teams to address complex escalations and coordinate resolutions while communicating with stakeholders.

Skills

Technical support

Customer communication

Escalation management

HL7 integration

Education

Bachelor’s degree in a related field

Job description

About Us

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?

The Digital Technical Support Engineer I (DTSE1) will provide expert level technical support to end users (e.g., Consumers, Carl Zeiss Field Meditec Field Sales and Service Representatives), as well as any other Zeiss employee, Affiliate or Distributor to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality, and performance requirements in an effective and profitable manner. The DTSE assists with other Technical Support staff of either Device or Software teams. They may assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center's service level goals.

Sound Interesting?

Here's what you'll do:

• Respond to highly complex technical questions and inquiries from Customers, Field Service.
• Engineers, and other internal customers and partners with an appropriate sense of urgency.
• Engineer solutions to unique and multi-faceted technical issues impacting product performance
• and service.
• Assist with the development of documentation pertaining to product and process.
• Assist with engineering and supporting HL7 and other 3rd Party medical device & software
• integration.
• Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.
• Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
• Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
• Act as a mentor to peers in other work groups as applicable.
• Technical Training
• Assist with departmental training needs within the Technical Support Department.
• Respond to highly complex technical questions and inquiries from Customers, Field Service Engineers, and other internal customers and partners with an appropriate sense of urgency.
• Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.
• Assist with the development of documentation pertaining to product and process.
• Assist with engineering and supporting HL7 and other 3rd Party medical device & software integration.
• Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.
• Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
• Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
• Act as a mentor to peers in other work groups as applicable.

The hourly pay range for this position is $44.00 - $53.00.

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.

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: Jo Anne Mittelman

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).