Manager, Escalation Support - Zeiss Group

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of 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 have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in Dublin, CA

What's the role?

As a Manager, Escalation Support , you get to work with an astonishing global team that plays a vital role in 2nd level escalation support . Show case your skills and experience with process enhancement . The Second Level Service Hub Regional Manager is responsible for management of the 2nd level Tech Support and Escalation team within Americas Service HUB for the Americas region. This role will global 2nd Level support in coordination with the Head of Americas Hub.

Sound Interesting? Here's what you'll do:

• Ensure the execution of the global MED Support strategy in the region
• Contribute to the Service Strategy planning
• Review regional SSCs' CRM tickets to identify long lasting issues and work with the SSC manager level to manage customer issues
• Establish a regular formal exchange with the SSC Service Managers within the region to drive performance and PIs
• Review regional 2nd Level tickets to identify issues and trends to resolve, and ensure that direct reports and the team are achieving key performance indicators.
• Decides on-site support within the region.
• Ensures compliance and adherence to SOPs/WIs in the area of responsibility
• Ensure regional technical 2nd level support for specific products and solutions from Carl Zeiss Meditec AG
• Continuously challenge the team in respect to customer value, Zeiss agenda and Service Strategy. Continuously develop the team and the individuals in terms of technical

Do you qualify?

• Bachelor's degree in engineering required; MBA preferred.
• Minimum of 10 years of increasingly responsible within service and or operations
• 3-5 years of service operations management experience
• Proven experience in the field service support (preferably in technical organizations)
• Proven knowledge/experience in the medical device or medical equipment industry
• Strong customer focus and ability to communicate & drive customer needs within the organization
• Strategic thinking, thought leadership, leading change in a highly dynamic business environment
• Supervise resolution of escalations in the region and applicable/all machine families
• Ensure support of local service technicians in the region restoring customer satisfaction and / or the functionality of failed devices in timey manner,
• Collaborate with the same function of other regions to ensure global targets are met
• Continuously improve processes, tools and skills within the team
• Generates and provide regular reports for the management team
• Strong verbal and written communication skills. Fluent in English; proficiency in Spanish and German preferred.

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!

The annual pay range for this position is $149,600 -$187,000 .

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus.

ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

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

Your ZEISS Recruiting Team:
Tina Eilerman

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).