Technical Support Specialist

IQS, Inc.; Wixom (MI); Hybrid; USD 65,000 - 82,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Paid time off

Job summary

ZEISS in the United States is seeking a 1st level technical support specialist for CMM hardware in a hybrid role based at Wixom, MI or Maple Grove, MN. You will resolve customer issues via tickets and CRM, and coordinate with service engineers to ensure timely resolutions.

You’ll contribute to quoting, documentation, and transitioning service workflows to appropriate teams, while upholding ZEISS core values of Serve, Empower, Act, Win.

Qualifications

• Associates or technical degree preferred in engineering or related field.
• 2+ years in technical support or engineering, preferred.
• Ability to read electrical schematics is desired.
• Excellent verbal and written communication skills.
• Proficient with PC and MS Office; experience with SAP and SAP-CRM.

Responsibilities

• Provide 1st level technical support for Zeiss CMM hardware and service inquiries.
• Collaborate with service engineers and deployment coordinators on repairs and events.
• Support Quality and Tools departments; report product issues and risks.
• Escalate calls per company guidelines.
• Assist in transitioning service workflows to appropriate teams.
• Support management to meet departmental objectives.

Skills

Customer focus

Problem solving

Time management

Communication skills

Multitasking

Teamwork

Self-motivation

Education

Associates degree

Technical degree

Tools

MS Office

SAP

SAP-CRM

Job description

About Us:

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.

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%.

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.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• 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:

Kyle Lota

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).