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Customer Service Field Technician

Hebron, KY

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

We are looking for people who are keen to try something new:

Under limited supervision and with clear direction, the Customer Service Field Support Technician will perform installs, repairs, upgrades and/or perform preventative maintenance on specified Carl Zeiss Vision instrumentation in the U.S. In this role the technician will represent Carl Zeiss Vision at customer locations and work to achieve a high level of customer satisfaction. Maintains all company property (inventory, tools, diagnostic equipment, vehicle, etc.) in accordance with company policies. Maintains a high level of professional communication with team, customers, management, Sales and Technical Support. The full-time Customer Service Field Support Technician will answer incoming customer calls, provide technical trouble shooting, additional training and guidance, and coordinate deliveries, repairs and returns for North America. In this position, the technician will support sales and marketing with training and customer and product expertise. This person is responsible for taking a key role in delivering superior customer service for retaining customers, protecting company assets, regulatory reporting and contributing to improvements in the business.
• Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Vision guidelines.
• Complete work assignments as directed from management and work schedules as dispatched from Call Center.
• Complete and submit a field service report on a daily basis according to written procedures as documented.
• Complete and submit a weekly expense report according to Carl Zeiss Vision policies and procedures.
• Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy.
• Interface with customers in a professional, pleasant, and calm demeanor.
• Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.
Maintains company-issued test equipment and support tools, including spare parts.
Installs and provides equipment maintenance at trade shows.
• Provide phone and online support for internal and external customer questions, comments, complaints related to diagnostic equipment
• Provide basic operator assistance and general troubleshooting
• Operate a ticket system for service call tracking
• Document service calls maintaining records in alignment with FDA requirements
• Provide 1st and 2nd level support and escalation if equipment exchange or repairs are needed
• Track serial number, history of devices, warranty and service agreements
• CRM and Help Desk ticket system tracking

You are:

• Bachelor’s degree or equivalent experience in a related field preferred.
• 2-4 years of experience in technical customer experience with PCs, LAN connectivity and phone troubleshooting, preferably within a phone support/IT helpdesk function.
• Networking experience preferred.
• Knowledge of optics and dispensing a plus.
• Ability to effectively communicate and build effective working relationships with people at all levels of organization and from various backgrounds.

• Strong verbal and written communication skills, customer focus and customer service attitude
• Excellent interpersonal, problem solving, and analytical skills required
• Must be able to pass required training to service fine mechanics and optics. Ability to effectively service the equipment on which training is completed
• Extensive overnight travel is required by automobile and air. Must be willing to travel in the US and internationally for training, meetings, exhibit support and coverage outside assigned territory.
• The FST must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
• The position may require an average of four (4) hours driving per day. Must have a valid driver’s license and good driving record.
• Must be able to lift up to 80 pounds. Thirty percent of the average workday is spent standing or walking.
• Experience and competence in the following:
o Mounting monitors and TV screens to walls
o Running network cables and terminating ethernet cables
o Assembling furniture (chairs and stands)
• Ability to work independently and as a member of a team
• Experience with PCs, Word, Excel, PowerPoint, Access, SAP, general office equipment and customer service-related tools and collateral required, experience with salesforce.com preferred
• Ability to work in a fast-paced environment and under certain time pressure, high flexibility & adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and / or escalate to the appropriate management level
In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.
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Your contact
Jaime Cunningham
jaime.cunningham@zeiss.com
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