Service & Support Engineer supporting global customers with broadcast control solutions. Collaborating with regional teams to resolve technical issues in a 24/7 support setup.
About the role
- Technical Support Specialist responsible for technical support and service training on various product lines at ZEISS across North America. Identifying issues and providing expert solutions for customers and engineers.
Responsibilities
- 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 and support
- Secure expert advice via 2nd and 3rd level global support structure and monitor the service call until repair service is finished
- Support projects and retrofits, including RFQ, site surveys, installation and final acceptance as required
- Implement and introduce new products (e.g. CMM, SFG, PCI) to the field including development of service documentation and training as needed
- Collaborate with R&D and product management on product improvements
- Support the Tool Logistic Coordinator in purchasing and calibrating service tooling
- Track and participate in all ISO 9000 procedures and internal audits
Requirements
- Bachelor or technical degree in an engineering or related field is preferred
- Equivalent experience in Field Service, technical support or engineering accepted
- Minimum 2+ years of Direct experience in Field Service, technical support or engineering required
- Must be able to read and understand electrical schematics
- 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
Benefits
- Medical
- Vision
- Dental
- 401k Matching
- Employee Assistance Programs
- Vacation and sick pay
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