Technical Support Specialist

ZEISS Group•Minneapolis, MN

1d•$65,000 - $82,000•Hybrid

About The Position

Provide technical support (1st Level) for Zeiss CMM Hardware, ensuring timely resolution of customer issues through ticketing systems, CRM workflows and direct communication. 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.
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.
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.
Above average ability in the following skills: Self-motivation.
Above average ability in the following skills: Time management.

Responsibilities

Interaction with customers requesting: Support including creation of service quotations for unplanned services, Remote Diagnostics, 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.