Technical Support Specialist

Primary Duties and Responsibilities:



* Product and Department Support
+ Implement and introduce new products to the field including documentation development.
+ Report on all products and point out possible problems and potential pitfalls of the product.
+ Propose solutions to product and field issues.
+ Provide technical information and reports that will be used as the basis for tech updates and bulletins on products and product issues.
+ Support the Tool Logistic Coordinator in purchasing and calibrating proper tooling
+ Track and participate in all ISO 9000 procedures and internal audits.



* Customer Support
+ Interaction with customers requesting support for unplanned services
+ Provide expert advice by defining problem statement and solution path.
+ Identify the most suitable service engineer, tools, test equipment and parts for a given problem.


* Employee Support
+ Interaction with service engineers remotely or onsite to provide technical advice, secure expert advice from others and monitor the service call until repair service is finished.
+ Provide technical training and expertise on products as requested.
+ Handle projects and retrofits, including RFQ, site surveys, installation and final acceptance as required.


* 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.



* Associates or technical degree preferred in an engineering or related field.


* Experience in the field of technical support and / or software application of a minimum of 4 years required.

Equivalent experience in the field of technical engineering accepted.


* Must be able to read and understand electrical schematics.


* 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.