Technical Support Specialist - Level 1

Location / Region

This position is a hybrid role and is located at our facility in Wixom, MI.

Provide technical support (1st Level) for Zeiss Optical Hardware, ensuring timely resolution of customer issues through ticketing systems, CRM workflows, direct communication and in-house bench repair. Collaborate with internal teams to streamline support processes, contribute to quoting and documentation efforts, and assist in transitioning service workflows to necessary teams.

• Interaction with customers requesting:
  • Support including creation of service quotations for unplanned services
  • Bench repair of customer optical sensors
  • VDI services
  • Additional tasks to support customer
  • Provide expert advice by defining problem statement and solution path.

• Interaction with service engineers and deployment coordinators to provide technical advice related to service repairs, and other service events

• Support Quality and Tools department as needed.
• Report on all products and point out possible problems and potential pitfalls of the product.
• Escalate calls per company procedures.
• Support of Technical Support Management to meet key departmental objectives.
• Perform other duties and responsibilities as assigned by the supervisor
• Demonstrate ZEISS Core values (Serve, Empower, Act, Win).
• Foster and reinforce company initiatives, policies, and procedures.

• Associates or technical degree preferred in an engineering or related field. Equivalent experience in the field of technical support / engineering accepted.
• Experience in the field of technical support and / or software application of a minimum of 2 years preferred.

• Able to work both independently and efficiently to meet deadlines and be able to work as part of a team when required
• Ability to read and understand electrical schematics desired.
• Must have excellent verbal and written communication skills.
• Must have excellent problem solving skills with the ability to work independently from problem statement to solution.
• Proficient in the use of standard tools including PC, MS Office (Word, Excel, and PowerPoint required, SAP, SAP-CRM.)
• Requires effective verbal and written communication skills
• Ability to multi-task and handle multiple assignments simultaneously.
• Customer focus to drive customer satisfaction.
• Above average ability in the following skills:
  • Problem solving/troubleshooting.
  • Self-motivation.
  • Time management.

While performing the essential functions of this position, the employee may be required to travel on occasional basis only for training and/or customer visits - less than 10%.

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• The list goes on!

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

Kyle Lota

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).