Customer Support Technician - Carl Zeiss Vision, Inc.

VTS Support Technician is responsible for taking a key role in retaining customers, protecting company assets, regulatory reporting and contributing to improvements in the business, including consistently sharing best practices and collaborating with all VTS Service and Sales team members.

Sound Interesting?

Here’s what you’ll do:
VTS Support Technician 1 will:

• Have full understanding of the operation, install requirements and network needs of all devices sold and supported by VTS

• Under limited supervision and with a great deal of autonomy, responds to incoming calls and emails from Eye Care Professionals across US/Canada and the VTS Sales Team to resolve operation, service, install and training needs

• Create a service incident/case for each call-in company’s CRM, accurately and clearly capturing all details, escalating cases that need additional support up to VTS Lead, to ensure customer’s needs are fully resolved.  

• Monitor various team mailboxes for requests from other areas of the business and/or customers to support assigned initiatives.

• Support VTS business development activities by completing outbound communications to drive customer to VTS events, upgrade devices, buy additional devices, and extended warranties while also measuring the satisfaction of customer interactions with sales and service team

• Provides superior and timely technical support that meets needs of each customer and VTS TSR in concert with needs of Zeiss VTS business

• Stays current on operation and technical specs of all devices in VTS portfolio and be able to demonstrate the competency to operate and trouble operation of every device

• Demonstrates understanding of RDP, TeamViewer, and strong networking fundamentals

• Provides remote installation support for Customers, Field Technicians and Territory Sales Representatives (TSR) sales team, including device training and maintenance

• Mitigate difficult customer situations, consulting team members and escalating to supervisor when needed

• Share best practices with VTS Support and Sales team, especially those that allow customers to be more successful and experience less service issues

• Will utilize phone system to timely respond to incoming calls and emails

• Manages all cases/service incidents utilizing the companies CRM tool

• Support inspection and configuration duties for VTS equipment as required by VTS Supervisor

• Maintains a clean and organized work environment

• Demonstrates excellent written and verbal and communication skills with external and internal customers

• Supports Customer Connect (sales building) initiatives with entire customer base as requested by VTS Supervisor

• Shows knowledge and understanding of HIPAA and Data Privacy regulations

• Strong working knowledge of MS Office suite (Excel, PowerPoint, Word, Teams)

• Careful handling and tracking of all Zeiss assets

• Completes all required VTS Certification and CurioZ training courses as directed

• Follows safety standards and reports any safety concerns to leadership

• Adheres to all FDA regulations and processes

• Contributes to making Zeiss a Great Place to Work

EDUCATION

Preferred

HSD / GED

CERTIFICATIONS / LICENSES / REGISTRATIONS

Preferred

No Applicable

CompTIA A+

CompTIA Network+

Or equivalent

EXPERIENCE

Years & Type Required

2+ years network and customer call center experience

Years & Type Preferred

2+ years working medical and/or optical devices

2+ years’ experience working in similar environment

KNOWLEDGE / SKILLS / ABILITIES

Required Knowledge / Skills / Abilities

• Interpersonal Skill – Is aware of, responds to, and considers the needs, feelings, and capabilities of others. Deals with conflicts, confrontations, disagreements in a positive manner, which minimizes personal impact, to include controlling ones’ feelings and reactions. Deals effectively with others in both favorable and unfavorable situations regardless of status of position. Accepts interpersonal and cultural diversity.
• Flexibility – Modifies own behavior and work activities in response to new information, changing conditions, or unexpected obstacles. Views issues/problems from different perspectives. Considers a wide range of alternatives, including innovative or creative approaches. Strives to take actions that are acceptable to others having differing views.
• Team Skill – Establishes effective working relationships among team members. Participates in solving problems and making decisions.

Preferred Knowledge / Skills / Abilities

• Organizational Knowledge – Demonstrates knowledge of the company’s vision, the mission, and the principal programs in the organization.
• Self-Development – Accurately evaluates own performance and identifies skills and abilities as targets of training and development activities related to current and future job requirements. Analyzes present career status. Sets goals (short term and/or long term). Identifies resources that are available and methods for self-improvement. Sets realistic time frames for goals and follows up.
• Communications – Orally presents and expresses ideas and information clearly and concisely in a manner appropriate to the audience. Presents and expresses ideas and information clearly, concisely, in writing. Listens actively to what others are saying to achieve understanding. Shares information with others and facilitates the open exchange of ideas and information; is open, honest, and straightforward with others.

TRAVEL

Type:

None | Precent: from 0% to 10%

PHYSICAL (Check applicable boxes.)

☒ Carrying 75 lbs.

☒ Climbing

☒ Crawling

☒ Crouching

☐ Driving

☒ Fine Manipulation

☐ Foot or Leg Controls

☒ Gross Manipulation

☒ Hearing

☒ Keyboarding

☒ Kneeling

☒ Lifting 75 lbs.

☒ Pulling

☒ Pushing

☒ Reaching at Shoulder

☒ Reaching below Shoulder

☒ Reaching Overhead

☒ Sitting

☒ Sitting & Standing at Will

☒ Speaking

☒ Standing

☒ Stooping

☒ Twisting

☒ Visual Acuity Far

☒ Visual Acuity Near

☐ Vision Color

☒ Vision Peripheral

☒ Walking

☐ Other(s) Enter others.

We have amazing benefits to support you as an employee at ZEISS!

• Medical

• Vision

• Dental

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay

• The list goes on!

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).