Technical Support Engineer I

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 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 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in Dublin, CA

What's the role?

The Technical Support Engineer (TSE) will provide advanced technical support to end users (e.g., Consumers, Carl Zeiss Meditec Field Sales and Service Representatives), as well as other Zeiss employees, Affiliates and Distributors, to resolve customer issues. The TSE is expected to utilize in-depth trouble shooting techniques to identify and engineer 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 escalate to, the appropriate support level or to Field Services as applicable. 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 Technical Support Center's service level goals.

Sound Interesting?

Here's what you'll do:

• 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 occasionally 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 Customer Service Supervisor or 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.

The annual pay range for this position is $38 - $48 per hour. 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.

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!

Why Join ZEISS?

At ZEISS, we are committed to innovation and excellence. By joining our team, you will have the opportunity to influence key public policy decisions and contribute to the strategic direction of a leading global technology company. We offer a dynamic work environment, competitive compensation, and opportunities for professional growth.

Your ZEISS Recruiting Team:

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).