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Today

Technical Support Engineer I

ZEISS Group Temple, TX

Temple, TX

Today

Full time Computer Skills Customer Support End User Support

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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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