Digital Technical Support Engineer at Zeiss Group in Dublin, California

Job Description:

What's the role?

The Digital Technical Support Engineer provides first-tier support to handle a variety of diagnostic and

troubleshooting issues regarding networking/product integration, by responding primarily to end-user

customers, such as customer technicians or doctors, and secondarily to field service engineers, sales

representatives and other internal customers. This function includes, but is not limited to, networking

related issues and/or operational issues, as well as application related questions. Works in a team

environment to resolve customer inquiries. This position represents a mission-critical part of the

Company's Customer Care Program.

Sound Interesting?

Here's what you'll do:
Respond to questions and inquiries from external customers to CZM networking troubleshooting

calls, as well as installation/configuration-related calls and escalated calls.

Respond to questions and inquiries from Field Service Engineers, Affiliates, Distributors, Sales

Managers, Customer Care personnel, and any other internal customers.

Handle heavy phone traffic in a professional, accurate, and efficient manner.

Speak with customers by phone to confirm customer account information. Examine customer

holds and immediately follow normal process for release.

Assigned to specific product line, but expected to provide coverage to peers and other product

lines as business needs arise.

Responsible for an equal share of customer support as determined by the number of people in the

queue and reported in monthly statistics.

Process customer change requests.

While troubleshooting a caller's problem, determine appropriate action:

• attempt a phone fix,


• ability to recognize when escalation to Tier 2 is appropriate & transfer caller

Determine appropriate call type (i.e., billable, contract, or warranty), communicate correct

information to the customer, and properly document (open) the service call within the current

customer relationship management system.

Dispatch all pertinent information to the field rep within established performance targets.

Document problem/issue details and appropriate steps to resolve.

Train and coach new staff members.

Works independently to resolve customers' requests and receives detailed instructions on new

assignments/projects.

Maintain currency of, and adhere to, applicable GMP and ISO 9001 processes and procedures.

Abide by state and federal employment laws.

Additional Responsibilities:

Review service documentation in the form of memos and service bulletins, and suggest updates to

service documentation prior to release.

Review and suggest improvements on Marketing instructions and customer letters prior to

releasing the material.

Assume special projects and assignments as needed.

Participate in policy-setting and change strategies, specifically in areas to improve customer

support fulfillment.

Receive special assignments/projects as requested

Do you qualify?

BS Degree or equivalent from four-year college or technical school preferred.

Five (5) years related experience and/or training, preferably in a Technical Support role, or equivalent technical experience.

Should possess a high degree of technical proficiency, excellent problem-solving skills, and analytical abilities, including basic electronics, mechanics, optics skills, cloud computing.

Advanced network and system platforms troubleshooting skills required

Experience with IT mega trends, such as Cloud computing with Amazon Web services.

Personal computer advanced operating systems such as Windows Servers and MAC.

Advanced DICOM, HL7 and PACS configuration preferred.

Net+ Certification, Microsoft Certified Systems Engineer (MCSE) or CISCO certified preferred

Experience working in an Automatic Call Distribution (ACD) environment with heavy phone demands.

Proficiency in data entry skills.

Nice to Haves:

Experience with SAP/CRM systems 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!

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

The hourly pay range for this position is $33.00 - $41.00

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

Your ZEISS Recruiting Team:
Clara Cresswell

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).

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