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Technical Support Engineer I
ZEISS Group. Provide advanced technical support to end users, ZEISS employees, EHR vendors, Affiliates and Distributors .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced technical support capabilities, with a strong focus on troubleshooting complex issues and educating users on ZEISS products. Possesses a solid foundation in engineering principles and technical proficiency, complemented by excellent communication and problem-solving skills.
Highest-signal resume keywords
Technical Support EngineeringTroubleshooting TechniquesNetworking Setups and ProtocolsA+ CertificationNet+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Technical SupportProblem SolvingAnalytical AbilitiesBasic ElectronicsMechanicsOpticsPersonal ComputersOperating SystemsWindowsTechnical Proficiency
Soft Skills
Excellent CommunicationInterpersonal SkillsMentoringCoaching
Tools & Technologies
VERACITYEHR Systems
Certifications & Qualifications
A+ CertificationNet+ Certification
Industry Keywords
Technical SupportCustomer ServiceSafety StandardsService DocumentationProduct Quality
About the role
Key responsibilities & impact- Provide advanced technical support to end users, ZEISS employees, EHR vendors, Affiliates and Distributors
- Use in-depth troubleshooting techniques to identify and communicate solutions to complex issues
- Partner with or escalate complex issues to the VERACITY development team, VERACITY IT personnel, and/or VERACITY supervisor
- Work effectively with other departments to help ensure product service and quality performance
- Contribute to VERACITY growth and NPS goals
- Train, troubleshoot, and educate surgeons and their teams about VERACITY and other cataract-related ZEISS products
- Respond to complex technical questions via telephone, fax, email, and rarely on-site at customer locations
- Contribute insights and feedback to service documentation
- Review instrument performance trending reports and communicate problem areas monthly
- Maintain or improve technical expertise on company products and services
- Work cross-functionally with product and quality teams to resolve customer and service issues
- Mentor Technical Support Representatives
- Participate in onboarding new hires and peer coaching
- Participate in policy setting and strategy changes to improve customer service fulfillment
- Adhere to industry safety standards
- Assume special projects delegated by the VERACITY Manager
Requirements
What you’ll need- BA/BS in Engineering or Sciences or an equivalent combination of education and experience
- Technical experience may be substituted for education
- Minimum of four (4) years of experience as a Technical Support Engineer, or equivalent technical experience
- High degree of technical proficiency
- Excellent problem solving skills and analytical abilities
- Experience with basic electronics, mechanics, optics, personal computers, and basic operating systems (Windows 95/98/NT/XP)
- Strong knowledge of networking setups and protocols preferred
- A+ and Net+ certification strongly desired
- Excellent written and verbal communication and interpersonal skills
Benefits
Comp & perks- Medical
- Vision
- Dental
- 401k Matching
- Employee Assistance Programs
- Vacation and sick pay