The Technical Support Engineer, Informatics provides primarily first-tier support by responding to primarily end-customers, such as customer technicians or doctors, and secondarily field service engineers, sales representatives and other internal customers to handle a variety of diagnosing and troubleshooting of networking related issues. This function includes, but is not limited to, networking related issues and/or operational issues, as well as application related questions. Works in a team environment to resolve customer’s inquiries. This position represents a mission-critical part of the Company’s Customer Care Program.
Primarily respond to questions and inquiries from external customers to CZM networking break-fix calls, as well as installation/configuration related calls and escalated calls. Secondarily respond to questions and inquiries from Field Service Engineers, Affiliates, Distributors, Sales Managers, Customer Care personnel, and any other internal customers. Handle heavy phone traffic in a professional, accurate, and efficient manner. Talk with customers by phone to confirm customer account information. Examine any customer holds and immediately follow normal process for ultimate release. Determine the availability for commitment date and shipping method. Examine any customer holds and immediately follow normal process for ultimate release. Assigned to specific product line, but expected to provide coverage t0o peers and other product lines as business needs arise. Responsible for an equal share of customer support as determined by the number of people in the queue and reported in monthly statistics. Process customer change requests. While troubleshooting the caller’s problem, determine the appropriate action: attempt a phone fix, ability to recognize when escalation is appropriate to transfer caller to Tier 2, dispatch a Field Service Engineer to the customer’s site. Determine the appropriate call type, i.e. billable, contract, or warranty and communicates this information to the customer. Documents (opens) the service call-using the current customer relationship management system. Dispatch all pertinent information to the field rep within established performance targets. Document problem details and steps to resolve issue. Train and coach new staff members. Works independently to resolve customer’s requests and receives detailed instructions on new assignments/projects. Maintain currency of, and adhere to applicable GMP and ISO 9001 processes and procedures. Abide by state and federal employment laws.
BS Degree or equivalent from four-year college or technical school, preferred. Five (5) years related experience and/or training, preferably in a Technical Support role, or equivalent technical experience. Should have a high degree of technical proficiency, excellent problem solving skills, and analytical abilities, including basic electronics, mechanics, optics skills. Personal computers advanced operating systems such as Windows Servers and MAC. Advanced DICOM, HL7 and PACS configuration and troubleshooting skills required Net+ Certification required, Microsoft Certified Systems Engineer (MCSE) or CISCO certified Experience in highly technical manufacturing environment preferred. Proficiency in data entry skills. Experience with SAP/CRM systems, preferred. Experience working in an Automatic Call Distribution (ACD) environment with heavy phone demands.
Carl Zeiss Meditec, Inc. is an Equal Opportunity Employer (EOE) and strongly supports diversity in our workplace.
Qualified candidates may apply by submitting a resume to firstname.lastname@example.org . PLEASE REFERENCE requisition #R1367JH in the subject line.
Monster - 30+ days ago
Carl Zeiss Meditec AG is one of the world's leading medical technology companies. The company offers complete solutions, including implants...