Technical Support Specialist - Level 1

ZEISS Group • Wixom, MI

2d • Hybrid

About The Position

Provide technical support (1st Level) for Zeiss Optical Hardware, ensuring timely resolution of customer issues through ticketing systems, CRM workflows, direct communication and in-house bench repair. Collaborate with internal teams to streamline support processes, contribute to quoting and documentation efforts, and assist in transitioning service workflows to necessary teams.

Requirements

• Associates or technical degree preferred in an engineering or related field. Equivalent experience in the field of technical support / engineering accepted.
• Experience in the field of technical support and / or software application of a minimum of 2 years preferred.
• Must have excellent verbal and written communication skills.
• Must have excellent problem solving skills with the ability to work independently from problem statement to solution.
• 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.
• Above average ability in the following skills: Problem solving/troubleshooting.
• Self-motivation.
• Time management.

Nice To Haves

• Able to work both independently and efficiently to meet deadlines and be able to work as part of a team when required
• Ability to read and understand electrical schematics desired.

Responsibilities

• Interaction with customers requesting: Support including creation of service quotations for unplanned services
• Bench repair of customer optical sensors
• VDI services
• Additional tasks to support customer
• Provide expert advice by defining problem statement and solution path.
• Interaction with service engineers and deployment coordinators to provide technical advice related to service repairs, and other service events
• Support Quality and Tools department as needed.
• Report on all products and point out possible problems and potential pitfalls of the product.
• Escalate calls per company procedures.
• Support of Technical Support Management to meet key departmental objectives.
• Perform other duties and responsibilities as assigned by the supervisor
• Demonstrate ZEISS Core values (Serve, Empower, Act, Win).
• Foster and reinforce company initiatives, policies, and procedures.

Benefits

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree