Technical Support Engineer I

ZEISS•Temple, TX

8d•Onsite

About The Position

As a Technical Support Engineer (TSE), you will provide advanced technical support to end users (e.g., Surgeons, Technicians, Schedulers, Operating Room Nurses, etc.), as well as ZEISS employees, EHR vendors, Affiliates and Distributors, to resolve customer issues. The TSE is expected to utilize in-depth trouble shooting techniques to identify and communicate multi-level solutions to complex issues in accordance with their individual level of knowledge and expertise. For more complex customer issues they are expected to partner with, or escalate to, the VERACITY development team, VERACITY IT personnel, and/or VERACITY supervisor. Additionally, the Technical Service Engineer is expected to work effectively with other departments as needed, to help ensure products meet service and quality performance, while contributing to the attainment of the VERACITY growth and NPS goals.

Requirements

BA/BS in Engineering or Sciences or an equivalent combination of education and experience.
Technical experience may be substituted for education.
Minimum of four (4) years of experience as a Technical Support Engineer, or equivalent technical experience.
High degree of technical proficiency, excellent problem solving skills, and analytical abilities required.
Experience with basic electronics, mechanics, optics, personal computers, basic operating systems (Windows 95/98/NT/XP), and strong knowledge of networking set ups and protocols preferred.
Excellent communication (written and verbal) and interpersonal skills required.

Nice To Haves

A+ and Net + certification strongly desired.

Responsibilities

Work directly with Surgeons and their teams to train, troubleshoot and educate about VERACITY and other cataract related ZEISS products.
Respond to complex technical questions and inquiries from Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, Parts and customers via telephone, fax, email, and rarely on-site at customer locations.
Contribute insights and feedback to the development of service documentation as requested.
Review performance trending reports generated on the assigned instruments to determine any problem areas.
Communicate performance trend information to other departments/teams on a monthly basis.
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 Technical Support Representatives.
Participate in on-boarding of new hires, peer coach other customer service reps for the purpose of elevating the overall performance level of the department.
Participate in policy setting and changing strategies, specifically in areas to improve customer service fulfillment.
Adhere to industry safety standards.
Assume special projects and assignments, as delegated by VERACITY Manager.