Technical Support Engineer I

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)