Technical Support Specialist at Carl Zeiss Microscopy LLC in Pleasanton, California

Job Description:

TECHNICAL SUPPORT SPECIALIST

PLEASANTON, CA

Step out of your comfort zone, excel and redefine the limits of what is possible. That s just what our employees are doing every single day in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

WE ARE LOOKING FOR PEOPLE WHO ARE KEEN TO TRY SOMETHING NEW:

The Technical Support Specialist (TSS) is responsible for the success of Predictive Service monitoring, troubleshooting and metrics. The TSS works with Technical Support, Product Center Engineering and Field Service Engineers to understand issues and provide action plans for FSE s or the Customer to perform. The TSS will train others in the team on how to effectively monitor Predictive Service accounts.

Key Metrics (All Global, all Install Base):
* Remote and Phone call type distribution as part of MTTR
* Predictive Service adoption rate
* Predictive Service case fix rate
* Mean Time to Repair

Primary Responsibilities:
* Monitor systems on Predictive Service. Dive deep into issues, analyze logs, errors and alarms. Alert Technical Support, Field Service or Customer as appropriate.
* Monitor Predictive Service Dashboards for alerts and alarms and take the appropriate actions to notify customer and/FSE s in order that the issues can be resolved quickly and effectively.
* Create and maintain Predictive Service database to better evaluate data to find trends, give input to TSG and Engineering for ways to improve data collection, predictability of maintenance issues.
* Drive the Predictive Service eco system to further adoption of Predictive Service.
* Drive improvement of log files, components and utilities to provide improved data into Predictive Service which would improve Predictive Service s ability to predict vs indicate failure.
* Review the iBase in CRM, understand Predictive Service adoption rates, assist in increasing the Predictive Service adoption rate.
* Develop training material (internal and external) and customer facing material to further improve the use and adoption of Predictive Service.
* Develop key Predictive Service metrics that would encourage SSC and customer adoption of predictive service
* Work with our partners to find ways to further integrate Predictive Service into the overall service ecosystem to include but not limited to:
* Linking Predictive Service to CRM service tickets
* Initiate service notes to responsible FSE or Customer
* Participate in cross functional product development teams to provide critical input relating to service procedures and training.
* Other duties as requested by immediate Manager.

YOU ARE:

* BS in technical/scientific discipline or an equivalent combination of training and experience
* 3+ years direct experience building, maintaining, installing, and/or repairing Carl Zeiss Microscopy systems or similar complex electromechanical systems.
* Demonstrated understanding of analog and digital electronics, optics, chemistry, pneumatics, and vacuum systems.
* Understand database set up and administration.
* Knowledge of data collection and analysis techniques.
* Excellent troubleshooting skills. Must be able to diagnose complex system problems. Must be able to help customers and engineers diagnose complex system problems via telephone, e-mail, remote login or through direct on-site instruction.
* Able to analyze complex problems and make sound judgments based on competing priorities.
* Able to read and interpret schematics and other technical documentation.
* Superior communications skills. Able to converse readily in English, both verbally and in writing.
* Able to create and deliver technical presentations to individuals or groups.
* Proven ability to work successfully as an individual contributor or as part of a team. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

JOIN US TODAY. INSPIRE PEOPLE TOMORROW.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes..

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