Global Technical Escalation Engineer

ZEISS•Dublin, AK

2d•Remote

About The Position

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products. This role ensures customer satisfaction through effective troubleshooting, collaboration, and knowledge sharing.

Requirements

BA/BS in Engineering preferred
Minimum of approximately five (5) years’ experience as a Field Support Engineer or a Technical Escalation Engineer, preferably within medical device industry.
High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities.
Good Experience with electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems.
IT-experiences: handling databases (InterBase, MySQL), networks.
Experience with remote support systems.
Excellent communication and interpersonal skills.
Experience in collaborating in international project teams as well as readiness to travel internationally.
Must have a confident manner and good social and methodological skill.
Strong verbal and written communication skills.
Fluent in English

Nice To Haves

Experienced in conducting training courses preferred
Proficiency in Spanish and German preferred

Responsibilities

Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors.
Provide support through ticketing systems, telephone, email, and remote login tools.
Address escalations on-site at domestic and international customer locations when necessary.
Assist in managing and resolving complex technical escalations in a timely and effective manner.
Ensure proper documentation and communication of solutions to stakeholders.
Work closely with global support and engineering teams to resolve technical issues and address customer concerns.
Foster cross-functional communication to drive alignment and efficiency.
Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues.
Provide feedback to Quality and Engineering teams to support continuous improvement initiatives.
Support the Global Service organization with project implementation on an exceptional basis or upon special request.
Act as the service representative in relevant development projects, ensuring alignment with service requirements and customer needs.
Perform additional tasks as requested by the immediate manager to support organizational goals.