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ZEISS Group

Technical Support Engineer I

ZEISS Group
Temple, TX Full time Posted 12h ago
Computer Skills Customer Support End User Support Field Technical Support Hardware Support Information Technology (IT) Phone Support Product Training Technical Support Windows
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Job Description

The ZEISS Group team is seeking a Technical Support Engineer I to provide advanced technical assistance to end users and internal stakeholders. This onsite role is based in Temple, TX, supporting issues tied to VERACITY and other cataract-related ZEISS products. The position focuses on troubleshooting, clear communication across multiple levels, and escalation of complex matters to the right development or IT contacts.

What you’ll do

  • Partner with Surgeons and their teams to train, troubleshoot, and educate users on VERACITY and other cataract-related ZEISS products.
  • Handle complex technical questions from Field Service Engineers, Affiliates and Distributors, Sales, Customer Service, Parts, and customers via telephone, fax, and email, with rare on-site support at customer locations.
  • Support improvements to service documentation by providing feedback and insights when requested.
  • Review performance trending reports for assigned instruments to identify potential problem areas and share findings with other departments on a monthly basis.
  • Maintain and improve technical proficiency with company products and services, with emphasis on dedicated supported products.
  • Work cross-functionally with departments such as product or quality teams to resolve customer and general service issues.
  • Mentor Technical Support Representatives and help elevate departmental performance through onboarding and peer coaching.
  • Participate in policy setting and strategy changes aimed at improving customer service fulfillment.
  • Follow industry safety standards and take on special projects as delegated by the VERACITY Manager.

What you bring

  • BA/BS in Engineering or Sciences, or an equivalent combination of education and experience.
  • Minimum 4 years of experience as a Technical Support Engineer (or equivalent technical experience).
  • High technical proficiency with strong problem solving and analytical skills.
  • Experience with basic electronics, mechanics, optics, personal computers, and basic operating systems including Windows 95/98/NT/XP.
  • Strong knowledge of networking setups and protocols (preferred).
  • A+ and Net+ certification strongly desired.
  • Excellent written and verbal communication plus interpersonal skills.

Technologies

  • Windows 95
  • Windows 98
  • Windows NT
  • Windows XP
  • A+
  • Net +

Benefits

  • Medical
  • Vision
  • Dental
  • 401k Matching
  • Employee Assistance Programs
  • Vacation and sick pay

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