Global Technical Support Engineer - Refractive

About Us :

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of 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!

What’s the role?

As a Global Technical Support Engineer, you get to work with an astonishing team that plays a vital role customer support.

Show case your skills and experience with process enhancement.

The Global Technical Support Engineer, will maintain customer satisfaction, providing 2nd level and escalation support for systems utilizing Refractive Lasers, which can beboth verbal and written technical support to end users, regional Carl Zeiss Meditec Technical Support, Field Service Representatives and International Affiliates and Distributors.

Processes, evaluates, and categorizes problem escalations from the field independently and takes over the responsible control in case of escalation.

Works with other department personnel to ensure that current and future products meet all service, quality and performance requirements in an effective and profitable manner.

Sound Interesting? Here’swhatyou’lldo :

• Provide 2nd level service to Field Service Engineer globally (1st level service) and be responsible for addressing escalations of complex issues raised.
• Provide technical support for specific issues related to installations and repairs either by phone, remotely or on-site.
• Act as our service representative in the respective research & development projects.
• Point of contact for all data management technical questions and integration solutions from Technical Support, Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, Parts and customers primarily via telephone and email, and occasionally on-site at customer locations.
• Assist in escalation issues / calls regarding connectivity
• Partners with international colleagues / engineering departments on solving technical issues and customer problems in the area of connectivity, system administration and data management.
• Remain current with technical expertise in data management, networking, and system integrations.
• Monitor quality reports to ensure that service problems are being adequately addressed by Engineering

Doyou qualify?

• Minimum of 8 years of related experience in Electronics, Fine Mechanics, Electro-mechanical, Data Networks, Optics or Medical Field Service.
• Minimum 5 years of experience in Zeiss refractive lasers field service (MEL80 / MEL90 / VisuMax) preferred.
• BS in Engineering, Computer Technology, Electronics or related fields preferred.
• A+ and Net+ certification preferred and knowledge of laser / refractive products.
• Knowledge of ophthalmic anatomy and diseases of the eye.
• Understanding of the mathematical and physical theories of operation on all assigned equipment.
• Ability to troubleshoot all assigned equipment, including data networks.
• Must be able to be trained to service fine mechanics electro-mechanics, high energy lasers, data management systems / networks and optics.
• High degree of technical proficiency, excellent problem-solving skills, and strong analytical abilities
• Experience with basic electronics, mechanics, personal computers, operating systems
• Expert knowledge of networking set up, protocols and troubleshooting
• Expert knowledge with Windows operating systems and general PC knowledge
• Preferably a minimum of two (2) years DICOM experience
• Preferably a minimum of two (2) years HL7 experience
• Preferably a Basic knowledge of SQL.

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!

The hourly pay range for this position :

SF Bay Area $54.00 - $67.00

Texas / SW US $46.00 - $58.00

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.

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

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

Your ZEISS Recruiting Team :

Tina Eilerman