Digital Technical Support Engineer I

ZEISS Group•Dublin, CA

1d•$44 - $53

About The Position

The Digital Technical Support Engineer I (DTSE1) will provide expert level technical support to end users (e.g., Consumers, Carl Zeiss Field Meditec Field Sales and Service Representatives), as well as any other Zeiss employee, Affiliate or Distributor to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality, and performance requirements in an effective and profitable manner. The DTSE assists with other Technical Support staff of either Device or Software teams. They may assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center’s service level goals.

Requirements

Respond to highly complex technical questions and inquiries from Customers, Field Service Engineers, and other internal customers and partners with an appropriate sense of urgency.
Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.
Assist with the development of documentation pertaining to product and process.
Assist with engineering and supporting HL7 and other 3rd Party medical device & software integration.
Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.
Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
Act as a mentor to peers in other work groups as applicable.
Technical Training

Responsibilities

Respond to highly complex technical questions and inquiries from Customers, Field Service Engineers, and other internal customers and partners with an appropriate sense of urgency.
Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.
Assist with the development of documentation pertaining to product and process.
Assist with engineering and supporting HL7 and other 3rd Party medical device & software integration.
Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.
Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
Act as a mentor to peers in other work groups as applicable.
Assist with departmental training needs within the Technical Support Department.