Technical Support Specialist level 2
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About The Position
Here at ZEISS, we certainly can! As one of the pioneers of science, ZEISS handles the everchanging environment of our fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and with over 4,000 in the US and Canada alone! Make a difference, come join the team! What’s the role? Customer Support Interaction with customers requesting support for unplanned services Provide expert advice by defining problem statement and solution path. Identify the most suitable service engineer, tools, test equipment and parts for a given problem. Employee Support Interaction with service engineers remotely or onsite to provide technical advice and support. Secure expert advice via 2nd and 3rd level global support structure and monitor the service call until repair service is finished. Provide technical training and expertise on products as requested. Support projects and retrofits, including RFQ, site surveys, installation and final acceptance as required. May provide training Product and Department Support Implement and introduce new products (e.g. CMM, SFG, PCI) to the field including development of service documentation and training as needed. Report on all products and point out possible problems and potential pitfalls of the product. Collaborate with R&D and product management on product improvements. Report on all product, field and quality issues. Provide technical information and reports that will be used as the basis for technical updates and bulletins on products and product issues. Support the Tool Logistic Coordinator in purchasing and calibrating service tooling Track and participate in all ISO 9000 procedures and internal audits.
