Service Technician

ZEISS•Hebron, KY

25d•Onsite

About The Position

The Service Technician is responsible for managing the inspection, repair, and refurbishment of all damaged, defective, or returned products and communicating with the customer to supply updates or request additional information, with a focus on customer satisfaction and operational efficiency.

Requirements

High School diploma
Minimum 2 experience in relevant functions
SAP and Sales Force experience preferred
Strong analytical, problem-solving and technical skills (Excel proficiency preferred)
Customer Service experience a plus

Nice To Haves

SAP and Sales Force experience preferred
Strong analytical, problem-solving and technical skills (Excel proficiency preferred)
Customer Service experience a plus

Responsibilities

Field day-to-day communication with internal and external customers via e-mail, call, web-based portals, and shared mailboxes.
Inspect and repair optics, document condition, create and send estimates, communicate status changes and updates via phone, email, or online system.
Address and resolve customer’s inquiries by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
Prioritize incoming cases based upon repair times, customer priority, and workload.
Partner with Sales, Operations and Consumer Service teams to meet and exceed all service levels.
Liaise with HQ to obtain case updates, tool information, and additional data on repair requirements, with a goal of continuously improving the US Service abilities.
Identify opportunities to drive process improvements that positively impact the daily operations and ultimately the customer’s experience.
Run Daily Reports: Repair or communication due, backlogs and delays; organize shared folders and mailbox, and Monitor status of incoming RMAs and follow-up with appropriate departments.
Maintain tracking of new or common issues, to identify trends; Communicate to Category Management and Leadership, as required.
As needed assist the Admin and Consumer Care Teams to support short staff.
Handle administrative tasks of the department (spare parts requests, inventory management, customer communication) including other job-related duties as assigned.