Technical Support Specialist - Zeiss Group
Wixom, MI 48393
About the Job
Primary Duties and Responsibilities:
- Product and Department Support
- Implement and introduce new products to the field including documentation development.
- Report on all products and point out possible problems and potential pitfalls of the product.
- Propose solutions to product and field issues.
- Provide technical information and reports that will be used as the basis for tech updates and bulletins on products and product issues.
- Support the Tool Logistic Coordinator in purchasing and calibrating proper tooling
- Track and participate in all ISO 9000 procedures and internal audits.
- 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, secure expert advice from others and monitor the service call until repair service is finished.
- Provide technical training and expertise on products as requested.
- Handle projects and retrofits, including RFQ, site surveys, installation and final acceptance as required.
- 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.
- Associates or technical degree preferred in an engineering or related field.
- Experience in the field of technical support and / or software application of a minimum of 4 years required. Equivalent experience in the field of technical engineering accepted.
- Must be able to read and understand electrical schematics.
- 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.
Source : Zeiss Group