Technical Support Specialist at Zeiss Group in Wixom, Michigan

Job Description:

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.