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Regional Technical Coordinator - Contract

Montreal ,Québec, Canada

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.

Working primarily in our fast-paced Medical Service team, you will be the contact for our customers located in Eastern Canada requiring in-field technical service, IT, or clinical application support. You will be responsible for the complete ticket process including initial diagnosis and quote, scheduling and dispatching of Field Service Engineers (FSE), IT support, and Clinical Application Specialists (CAS).

Primary Duties and Responsibilities:

• Promptly answer the incoming telephone, email, and other inquiries from the regional team and/or customers.
• Open and manage the Customer Care Ticket (CCT) in SAP/CRM system.
• Determine initial diagnosis, provide technical support and potentially resolve issues utilizing remote systems.
• Engage CSE Level-3 and other resources to collaboratively support teams and customers.
• Prepare, submit, and follow up on quotes as required.
• Order parts required and follow up on ETA.
• Dispatch service orders to the appropriate FSE, CAS, or IT team.
• Plan and dispatch preventive maintenance orders according to travel efficiency.
• Communicate and manage appointments with customers.
• Close completed CCTs and ensure proper billing takes place.
• Adhere to the rules of engagement and participate in process improvement initiatives.
• Other duties as required.

Experience and Education Requirements:

• Previous experience in a Customer Service / Care environment.
• Field service and/or technical support experience is required.
• A post-secondary diploma or degree in a technical discipline is necessary.
• Must have excellent verbal and written communication skills in both French and English.
• Must be highly organized, be able to prioritize and manage time effectively.
• Working knowledge of Word, Excel, SAP/CRM, and geo-localization systems is an asset.
• Solid interpersonal skills – to be able to work closely with other departments.
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
Maria Khalil
maria.khalil@zeiss.com
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