What are the responsibilities and job description for the Technical Support Specialist position at Zeiss Group?
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.
