Technical Support Specialist

Carl Zeiss Industrial Quality Solutions, LLC; Minneapolis (MN); Hybrid; USD 65,000 - 82,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Paid time off including vacation

Job summary

ZEISS in Minnesota offers a hybrid role providing first-level technical support for CMM hardware. You will resolve customer issues via tickets, CRM, and direct communication, collaborating with internal teams on quoting and documentation.

The ideal candidate has an associate or technical degree in engineering or related field, with 2+ years in technical support or software applications, strong problem solving and communication.

This role includes travel up to 10% and competitive benefits.

Qualifications

• Associates or technical degree in engineering or related field.
• Equivalent experience in technical support or engineering accepted.
• 2+ years in technical support or software applications preferred.
• Ability to read electrical schematics is a plus.
• Excellent verbal and written communication skills.
• Strong problem solving and independent work ability.

Responsibilities

• Provide customer support via tickets and CRM; define problem statement and solution path.
• Assist service engineers and deployment coordinators with technical advice on repairs.
• Support Quality and Tools department as needed.
• Prepare service quotations for unplanned services and remote diagnostics.
• Escalate calls per company procedures and document outcomes.
• Support management to meet departmental objectives; travel up to 10%.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Team Collaboration

Reading Schematics

Education

Associates or Technical Degree

Tools

SAP

SAP-CRM

MS Office

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 ever-changing 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 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region:

This position is a hybrid role and is located at one of our locations below: Maple Grove, MN Wixom, MI

What’s the role?

Provide technical support (1st Level) for Zeiss CMM Hardware, ensuring timely resolution of customer issues through ticketing systems, CRM workflows and direct communication. Collaborate with internal teams to streamline support processes, contribute to quoting and documentation efforts, and assist in transitioning service workflows to necessary teams. Sound Interesting?

Here’s what you’ll do:

• Customer Support: Interaction with customers requesting: Support including creation of service quotations for unplanned services Remote Diagnostics Additional tasks to support customer Provide expert advice by defining problem statement and solution path.
• Employee Support: Interaction with service engineers and deployment coordinators to provide technical advice related to service repairs, and other service events
• Product and Department Support: Support Quality and Tools department as needed.
• Report on all products and point out possible problems and potential pitfalls of the product. 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.

Do you qualify?

• Associates or technical degree preferred in an engineering or related field.
• Equivalent experience in the field of technical support / engineering accepted.
• Experience in the field of technical support and / or software application of a minimum of 2 years preferred.
• Able to work both independently and efficiently to meet deadlines and be able to work as part of a team when required Ability to read and understand electrical schematics desired.
• 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.

Working Conditions:

While performing the essential functions of this position, the employee may be required to travel on occasional basis only for training and/or customer visits – less than 10%.

Salary & Benefits:

The annual pay range for this position is $65,000 – $82,000 and is eligible for a performance bonus. 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.

Benefits:

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• The list goes on!

Legal & Company Statement:

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: Kyle Lota

Equal Employment Opportunity:

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. 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.

Diversity:

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.