Job Description

JOB SUMMARY:

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.

ESSENTIAL FUNCTIONS:

TECHNICAL SUPPORT

· 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.

REQUIREMENTS:

· 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.

Company Description

ZEISS is one of the world’s leading innovators in the design and development of medical devices. We create and supply cutting-edge technologies and application-oriented solutions for ophthalmology and microsurgery.