Technical Support Coordinator

JOB SUMMARY:

The Technical Service Coordinator will provide first contact to end users by calling or emailing the Technical Support Department .

Thr ough a series of questions to initially ascertain the customer product issue, the TSC will make the decision as to whether the customer would be best serviced remotely or dispatched for an on sight visit via Field Service.

The Technical S upport Co ordinator must facilitate the transfer of customer call to the appropriate next-level service department .

The Technical Support Coordinator must have excellent customer service orientation and the ability to work cross functionally in a fast-paced , fast paced environment .

This individual is a highly motivated, positive, hardworking, honest, person with the ability to manage and monitor.

Location:

This is an onsite role, 5 days a week at our office in Dublin, CA.

6 hour work days with staggered start times between 5:00AM - 9:00AM.

Duration:

This is a 6-month contract role with possible full-time conversion.

ESSENTIAL FUNCTIONS:

(Responsibilities that are central to the job and MUST be performed either unaided, or with the assistance of reasonable accommodation, ref.

ADA .)



* Responsible for answering incoming service calls from ZEISS Customers



* Engage with the customer to answer and ask technical questions that will allow the Technical Support Coordinator to decide as to whether the customer would be best served remotely or dispatched by a Field Support Engineer



* Excellent communication skills both verbal and written.



* Ensure that all information in call is accurate and update master data following established process if necessary.

Note: Essential functions may not be limited to the tasks and responsibilities listed within this section.

Ordering of essential functions does not necessarily reflect importance of item.

ADDITIONAL RESPONSIBILITIES:

(Non-essential duties or marginal job functions that support essential functions)



* Maintain high level s of efficiency and accuracy.



* Ability to prioritize workload with multiple and conflicting timelines.



* Maintain currency of, and adhere nce to applicable GMP and ISO 9001 processes and procedures.

Abide by state and federal employment laws.



* Maintain attendance in line with Company standards.

WORKING RELATIONSHIPS:

(From whom work is received and given, internal and external customers, supervisors, subordinates, teams, etc.)

ZEISS Customers, Call Cent er, Field Support Engineers, Field Service management, Field Sales, CAS .

WORKING ENVIRONMENT:

(Physical surroundings)



* Standard office environment.

Noise levels can range from low to moderate .



* Fast paced computerized office environment .

High level of computer usage and high phone usage .

REQUIREMENTS:

(Bona Fide Occupational Requirements, such as education, certification, and/ or skills that are necessary to do the job.)



* 2-Year associate degree in engineering or bu...