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About the Role

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products. This role ensures customer satisfaction through effective troubleshooting, collaboration, and knowledge sharing.

Responsibilities

• Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors.
• Provide support through ticketing systems, telephone, email, and remote login tools.
• Address escalations on-site at domestic and international customer locations when necessary.
• Assist in managing and resolving complex technical escalations in a timely and effective manner.
• Ensure proper documentation and communication of solutions to stakeholders.
• Work closely with global support and engineering teams to resolve technical issues and address customer concerns.
• Foster cross-functional communication to drive alignment and efficiency.
• Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues.
• Provide feedback to Quality and Engineering teams to support continuous improvement initiatives.
• Support the Global Service organization with project implementation on an exceptional basis or upon special request.
• Act as the service representative in relevant development projects, ensuring alignment with service requirements and customer needs.
• Perform additional tasks as requested by the immediate manager to support organizational goals.

Requirements

• Minimum of approximately five (5) years’ experience as a Field Support Engineer or a Technical Escalation Engineer, preferably within medical device industry.
• High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities.
• Good Experience with electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems.
• IT-experiences: handling databases (InterBase, MySQL), networks.
• Experience with remote support systems.
• Excellent communication and interpersonal skills.
• Experience in collaborating in international project teams as well as readiness to travel internationally.
• Must have a confident manner and good social and methodological skill.
• Strong verbal and written communication skills.
• Approximately 10% international travel.

Skills

• electronics
• optics
• software
• adjustment of optical instruments mechanics
• personal computers
• operating systems
• databases (InterBase, MySQL)
• networks
• remote support systems
• English
• Spanish
• German

Location

• Fully Remote, Anywhere USA

Work Type

• Fully Remote

Experience Level

• Approximately five (5) years’ experience

Education Level

• BA/BS in Engineering preferred

Salary/Compensations

• SF Bay Area: $49.00 - $61.00 + bonus
• California: $45.00 - $56.00 + bonus
• National US $40.00 - $50.00 + bonus

Benefits

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay

About the Company

• How many companies can say they have been in business for over 178 years?!
• Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge 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!

Equal Opportunity

• 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).