Technical Support Engineer I

Carl Zeiss Meditec USA, Inc.; Temple (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Carl Zeiss Meditec USA, Inc. is seeking a Technical Support Engineer to provide advanced technical support for VERACITY and cataract-related ZEISS products in a team-oriented environment.

Responsibilities include troubleshooting, educating surgeons and technicians, and collaborating with engineering and quality teams to resolve issues and improve service documentation. A 4+ year background in technical support and strong communication skills are required.

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+ certification strongly desired; experience with electronics, mechanics, optics, and PCs is preferred.
• Excellent written and verbal communication and interpersonal skills.

Responsibilities

• Train, troubleshoot and educate end users on VERACITY and cataract products.
• Respond to complex technical questions from field engineers, affiliates and distributors via phone, email, or on-site as needed.
• Contribute to service documentation and review performance trend reports to identify issues.
• Mentor and coach Technical Support Representatives; work cross-functionally with product and quality teams.

Skills

Technical troubleshooting

Communication skills

Problem solving

Analytical thinking

Networking basics

Education

Bachelor's degree in Engineering or Sciences

Tools

Windows OS

Basic electronics

Networking protocols

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.

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.

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?

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:

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!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay

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.

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).

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.

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. 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.