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ZEISS Group

Technical Support Engineer I

ZEISS Group
Temple, TX Full time Posted 2d ago
Computer Skills Customer Support End User Support Field Technical Support Hardware Support Information Technology (IT) Phone Support Product Training Technical Support Windows
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Job Description

The role provides advanced technical support to end users and internal ZEISS stakeholders, focusing on customer issue resolution for VERACITY and other cataract-related ZEISS products. The position also involves training activities, troubleshooting, performance trend analysis, and escalation of complex problems to the appropriate VERACITY development and IT contacts.

Key Responsibilities

  • Partner with Surgeons and their teams to deliver training, troubleshooting support, and education for VERACITY and other cataract-related ZEISS products.
  • Handle complex technical inquiries from Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, Parts, and customers through telephone, fax, email, and occasionally on-site at customer locations.
  • Provide input and feedback to improve service documentation when requested.
  • Review performance trending reports generated on assigned instruments to identify problem areas and share monthly trend information with relevant departments and teams.
  • Maintain and improve technical expertise for company products and services, with emphasis on dedicated supported products.
  • Collaborate cross-functionally with product, quality, and other departments to address and resolve customer or general service issues.
  • Serve as a mentor to Technical Support Representatives.
  • Participate in onboarding for new hires and coach peer customer service representatives to improve overall departmental performance.
  • Contribute to policy setting and strategy changes aimed at improving customer service fulfillment.
  • Follow industry safety standards.
  • Take on special projects and assignments as delegated by the VERACITY Manager.

Required Qualifications

  • BA/BS in Engineering or Sciences, or an equivalent combination of education and experience.
  • Minimum four (4) years of experience as a Technical Support Engineer, or equivalent technical experience.
  • High level of technical proficiency, strong problem-solving skills, and analytical ability.
  • Preferred experience with basic electronics, mechanics, optics, personal computers, basic operating systems (Windows 95/98/NT/XP), and strong knowledge of networking setups and protocols.
  • A+ and Net+ certification strongly desired.
  • Excellent written and verbal communication skills, along with strong interpersonal skills.

Relevant Technologies

  • Windows 95, Windows 98, Windows NT, Windows XP
  • A+, Net+

Benefits

  • Medical
  • Vision
  • Dental
  • 401k Matching
  • Employee Assistance Programs
  • Vacation and sick pay

Location and Work Setting

Temple, TX (onsite)

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