Supervisor, Customer Service VTS

Hebron, Kentucky

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:

• Serves as direct escalation point and resource to VTS Leads
• Responsible for generating reports concerning customer cases, equipment shipments/deliveries, and systemic issues
• Maintains and enforces HIPPAA compliancy of all departmental procedures
• Investigates and solves complex problems escalated via VTS team or other sources, e.g. QRQC
• Determines customer service requirements, such as staffing levels, equipment needs, and organizational structure
• Conducts the interviewing, selecting and hiring of personnel as well as ensuring compliance to policies and procedures through performance evaluation and counseling
• Contribute to the further development of any customer facing processes
• Provides continuous feedback to VTS leads and teams in regards to personal and team production, driving improvement
• Oversees and develops the training matrix and hew-hire onboarding process
• Insures all daily KPI’s are consistently met or exceeded
• Drives customer focus across the organization

You are:

• Bachelor’s Degree or Equivalent work experience
• 4 – 6 years of experience and knowledge in Technical Customer Service
• 4 – 6 years of experience and knowledge in optics
• 4 - 6 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.
• High degree of customer orientation and customer service attitude
• Excellent service skills such as politeness, confidence, tact, patience and diplomacy
• Proven ability to mitigate difficult customer situations, while working in a fast paced environment, with high flexibility and adaptability to changing priorities
• Good communication (verbal and written), presentation and motivational skills beyond own area of responsibility
• Demonstrated leadership, motivational and problem-solving skills
• Demonstrated proficiency in use and administration of order entry and phone systems
• ABOC or equivalent qualification highly desirable
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.
Your contact
Jaime Cunningham
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