Service Technician

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 Service Technician ensures an exceptional customer service experience by inspecting and repairing damaged or defective products, preparing and communicating repair estimates, and maintaining high-quality standards.

The role requires initiative, adaptability to seasonal repair volumes, and a strong focus on customer satisfaction.

Sound Interesting?

Here's what you'll do:


* Communicate daily with internal and external customers via email, phone, portals, and shared mailboxes.


* Inspect and repair optics, document condition, create and send estimates, and provide status updates.


* Troubleshoot customer issues, determine root causes, provide solutions, expedite corrections, and follow up to ensure resolution.


* Prioritize cases based on repair times, customer priority, and workload.


* Collaborate with Sales, Operations, and Consumer Service teams to meet service level goals.


* Liaise with HQ to obtain case updates, tool info, and repair data to continuously improve service capabilities.


* Identify process improvement opportunities that enhance operations and customer experience.


* Run daily reports on repairs, communications, backlogs, and returns; organize shared folders and monitor status.


* Track trends and recurring issues; communicate findings to Category Management and Leadership as needed.


* Assist Admin and Consumer Care teams during staffing shortages.


* Manage departmental administrative tasks, including spare parts requests, inventory, and other job-related duties.


* Proactively suggest improvements and collaborate with other departments to achieve company goals.

Do you qualify?


* High school diploma preferred.


* Minimum 2 years of experience in relevant functions.


* Experience with at least one of the following platforms preferred: SAP, Salesforce.com.


* Self-motivated, highly organized, detail-oriented, with the ability to anticipate and solve problems, prioritize tasks, and manage multiple responsibilities.


* Strong team player with excellent collaboration skills.


* Basic proficiency in MS Office (Excel, Word, PowerPoint).


* Strong analytical, problem-solving, and technical skills.


* Cust...