Technical Support Engineer I

zeissgroup; Temple (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS is seeking a Technical Support Engineer in Temple, TX to train surgeons and field teams on VERACITY cataract products. You will troubleshoot complex issues, respond to inquiries from diverse stakeholders, and contribute to service documentation.

You will stay current with product knowledge, mentor junior staff, and work with engineering and quality teams to resolve issues and improve service quality. This role requires strong communication and problem-solving skills.

Qualifications

• BA/BS in Engineering or Sciences or an equivalent combination of education and experience.
• Minimum of four (4) years of experience as a Technical Support Engineer or equivalent.
• A+ and Net+ certifications strongly desired.
• Excellent communication and interpersonal skills.
• Strong problem solving, analytical abilities, and basic knowledge of electronics, mechanics, optics, networking.

Responsibilities

• Train, troubleshoot and educate Surgeons and teams about VERACITY and cataract products.
• Respond to complex technical questions from Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, and customers.
• Contribute to service documentation and review performance trending reports for maintenance of quality and reliability.
• Mentor Technical Support Representatives and share knowledge across departments.
• Maintain and enhance technical expertise on ZEISS products and services.
• Collaborate cross-functionally with product and quality teams to resolve issues.
• Support onboarding and coaching of new hires and help improve department performance.

Skills

Technical Support

Networking

Communication

Education

BA/BS in Engineering or Sciences

Tools

Windows OS

Job description

About Us:

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

As a Technical Support Engineer (TSE), you will provide advanced technical support to end users (e.g., Surgeons, Technicians, Schedulers, Operating Room Nurses, etc. ), as well as ZEISS employees, EHR vendors, Affiliates and Distributors, to resolve customer issues. The TSE is expected to utilize in-depth trouble shooting techniques to identify and communicate multi-level solutions to complex issues in accordance with their individual level of knowledge and expertise. For more complex customer issues they are expected to partner with, or elevate to, the VERACITY development team, VERACITY IT personnel, and/or VERACITY supervisor. Additionally, the Technical Service Engineer is expected to work effectively with other departments as needed, to help ensure products meet service and quality performance, while contributing to the attainment of the VERACITY growth and NPS goals.

Sound Interesting?

Here's what you'll do:

Technical Support

• Work directly with Surgeons and their teams to train, troubleshoot and educate about VERACITY and other cataract related ZEISS products.
• Respond to complex technical questions and inquiries from Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, Parts and customers via telephone, fax, email, and rarely on-site at customer locations.
• Contribute insights and feedback to the development of service documentation as requested.
• Review performance trending reports generated on the assigned instruments to determine any problem areas. Communicate performance trend information to other departments/teams on a monthly basis.
• 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 Technical Support Representatives.

Note: Essential functions may not be limited to the tasks and responsibilities listed, and based on business and departmental needs.

Additional Responsibilities:

• Participate in on-boarding of new hires, peer coach other customer service reps for the purpose of elevating the overall performance level of the department.
• Participate in policy setting and changing strategies, specifically in areas to improve customer service fulfillment.
• Adhere to industry safety standards.
• Assume special projects and assignments, as delegated by VERACITY Manager.

Do you qualify?

(Bona Fide Occupational Requirements, such as education, certification, and/ or skills that are necessary to do the job.)

• BA/BS in Engineering or Sciences or an equivalent combination of education and experience.
• Technical experience may be substituted for education.
• Minimum of four (4) years of experience as a Technical Support Engineer, or equivalent technical experience.
• High degree of technical proficiency, excellent problem solving skills, and analytical abilities required. Experience with basic electronics, mechanics, optics, personal computers, basic operating systems (Windows 95/98/NT/XP), and strong knowledge of networking set ups and protocols preferred.
• A+ and Net + certification strongly desired.
• Excellent communication (written and verbal) and interpersonal skills required.

Working Environment:

(If any, describes physically uncomfortable conditions, travel requirements, heavy lifting, etc., ref. AD). Responsibilities that are central to the job and MUST be performed either unaided, or with the assistance of a reasonable accommodation, ref. ADA.

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 above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

Jo Anne Mittelman

Zeiss provides Equal Employment Opportunity wit