Technical Support Engineer II

About Us:

How many companies can say they have been in business for over 177 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!

Location/Region: This position is located Dublin, CA

What’s the role?

The Technical Support Engineer II (TSE) will provide both verbal and written expert level technical support to end users (e.g., Consumers, Carl Zeiss Field Meditec Field Sales and Service Representatives), as well as any other Zeiss employee, Affiliate or Distributor in order to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality and performance requirements in an effective and profitable manner. The TSE is relied upon to assist with escalated technical issues that cannot be resolved by lower-level Technical Support staff. They may assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center’s service level goals.

Sound Interesting?

Here’s what you’ll do:

• Respond to highly complex technical questions and inquiries from Field Service Engineers, Affiliates

• and Distributors, Sales, Customer Service, Parts and customers via telephone, fax, email, and
  occasionally on-site at customer locations.
• Engineer solutions to unique and multi-faceted technical issues impacting product performance and
  service.
• Assist with the development of service documentation in the form of memos, service bulletins, spare
  parts listings, updates to service manuals and if required, the creation of an entire service manual.
• Review performance trending reports generated on the assigned instruments to determine any problem
  areas. Communicate performance trend information to other departments/teams on a monthly basis.
• Proactively maintain or improve his/her level of technical expertise on company products and services,
  especially dedicated supported products.
• Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve
  customer or general service issues.
• As required, assist with special tasks. Act as an observer on applicable ECO releases, making
  suggestions for error correction product improvement, and cost saving suggestions when applicable.
• Act as a mentor to Technical Support Representatives.

Do you qualify?

• BA/BS in Engineering or Sciences or an equivalent combination of education and experience.
  Experience may be substituted for education on a year-by-year basis.
• Minimum of six (6) years of experience as a Technical Support Engineer, or equivalent technical
  experience. Familiarity with ZEISS Ophthalmic and Microscopic equipment a plus.
• Previous experience developing and conducting technical training.  Ability to author and manage
  learning content in an online system.
• Must possess a very high degree of technical proficiency, excellent problem-solving skills, and
  analytical abilities in order to provide solutions to technical problems that the Field Service Engineer
  cannot resolve.
• Ideally, should have experience with basic electronics, mechanics, optics, personal computers, basic
  operating systems and strong knowledge of networking set ups and protocols.  A+ certification and Net
  + certification strongly desired.
• Excellent communication (written and verbal) and interpersonal skills required.

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! 

Why Join ZEISS?

At ZEISS, we are committed to innovation and excellence. By joining our team, you will have the opportunity to influence key public policy decisions and contribute to the strategic direction of a leading global technology company. We offer a dynamic work environment, competitive compensation, and opportunities for professional growth.

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).