Technical Support and Demo Center Specialist
Location
Dublin, CA | United States
Job description
About Us:
How many companies can say they've been in business for over 177 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!
What's the Role? The Technical Support and Demo Center Specialist (TSDCS) will be based at the Zeiss North America Demo Center, in Dublin, California, in order to provide fast and effective in-house support for the systems based there and will be responsible for keeping the Zeiss systems operating to full specification plus assisting the demo team with any changes to location or modifications needed. As part of the Technical Support team, you also provide technical support to Zeiss North America Field Service Engineers (FSE), ensuring they have access to the latest technical information and are kept up to date on information coming from the Product Centers.
You own all Technical Support Requests that are assigned to you; use the outlined Escalation Process to ensure a speedy resolution to all customer issues. In addition, serve as an information conduit between the Global Tech Support team, Product Centers, and the FSEs and provide feedback from the field to the global teams on product failures and common issues that the FSEs are encountering. Direct remote support for customers will also be part of this position to drive resolutions without onsite visits.
The TSS will also be responsible for the provision of training, both in person and via VR/AR, and support activities in the Zeiss Training Center locations.
Key Metrics of the Position: (e.g. Position Reporting, Revenue, Budget, etc.)
- Demo system fully functional availability.
- Ticket Resolution Percentage.
- Ticket Volume (total calls).
Sound Interesting? Here's What You'll Do: - Provides inhouse support for the Zeiss Dublin, California, Demo Center RMS systems in order to maintain the highest level of operational quality and availability possible.
- Be the contact point for Zeiss demo team regarding any system operational questions, service requests and modifications that may be needed.
- Provide technical assistance via telephone, e-mail and remote login as well as on site to customers and Customer Support Engineers in North America of Carl Zeiss Microscopy Systems, but not limited to operational, maintenance, and basic applications needs.
- Aid in the resolution of service escalations, including on-site assistance when necessary.
- Initiate and track engineering changes in response to observed system problems.
- Assist with the creation, or circulation, of Technical Support Bulletins as needed to alert the field of serious system issues and procedure changes.
- Coordinate field implementation of engineering changes, upgrades, and retrofits as needed.
- Provide feedback to factory Engineering Department regarding product quality, reliability, and serviceability, as well as the accuracy and accessibility of system documentation.
- Participate in cross functional product development teams to provide critical input relating to service procedures and training.
- Deliver training on the assigned set of Carl Zeiss Microscopy products in accordance with the Microscopy Training Plan.
- Order, distribute, and track tooling provided to FSEs upon training course completion.
Do You Qualify? - BS in technical/scientific discipline or an equivalent combination of training and experience.
- 10+ years direct experience building, maintaining, installing, and/or repairing Carl Zeiss Microscopy systems or similar complex electromechanical systems.
- Excellent troubleshooting skills. Must be able to diagnose complex system problems. Must be able to help customers and engineers diagnose complex system problems via telephone, e-mail, remote login or through direct on-site instruction.
- Demonstrated understanding of analog and digital electronics, optics, chemistry, pneumatics, and vacuum systems.
- Able to analyze complex problems and make sound judgments based on competing priorities.
- Able to read and interpret schematics and other technical documentation.
- Knowledge of data collection and analysis techniques.
- Superior communications skills. Able to converse readily in English, both verbally and in writing.
- Able to create and deliver technical presentations to individuals or groups.
- In-depth knowledge of Windows operating systems and common software applications used on assigned Microscopy systems.
- Proven ability to work successfully as an individual contributor or as part of a team.
Working Conditions and Special Demands: - Able and willing to travel as necessary, domestic and international.
- Capable to lift 60 lbs. safely
- Able to obtain corporate credit card
- Eligible for passport
The annual pay range for this position is $111,200 - $139,000.
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 also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.
Your ZEISS Recruiting Team:
Steve Warner
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