Bilingual Technical Support Specialist (Biomedical)

What we're looking for:
Under minimal supervision, the Technical Support Specialist (TSS) will provide advanced technical support to end users (e.g., Customers, Field Sales and Service Representatives), as well as other Zeiss employees to resolve customer issues. The TSS is expected to utilize in-depth trouble shooting techniques to identify and  resolve multi-level solutions to complex issues in accordance with their individual level of knowledge and expertise. For more complex customer issues they are expected to partner with, or escalate to, the appropriate support level or to Field Services as applicable. Additionally, the individual is expected to work effectively with other departments as needed, to help ensure products meet service and quality performance, while contributing to the attainment of the Technical Support Center’s service level goals.
We are looking for people who are keen to try something new:

• Communicate and manage appointments with customers and FSE team.
• Promptly answer incoming telephone, email and other inquiries from the Customer.
• Dispatch service orders to the appropriate FSE, CAS and /or IT / Forum team.
• Support with QC and depot repairs.
• Identify and escalate specific technical trends and problems to highlight training needs and process gaps.
• Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
• Adhere to industry safety standards and policies on confidentiality of patient data.
• Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
• Encourage and develop digitalization solutions such as MyZeiss , ZSS, OPTIME with customers.
• Review performance trending reports generated on the assigned instruments to determine any problem areas. Communicate performance trend information to other departments/teams on a monthly basis.
• Partner with peers, Field Service Engineers and Level 2 / 3 support to resolve all technical issues.
• Promptly Respond to complex technical questions and inquiries from Field Service Engineers, Sales, Customer Service and customers via telephone, email, and occasionally on-site at customer locations.
• Maintain and continually update product and process knowledge, to include system and tool utilization.
• Determine initial diagnosis, provide technical support, and potentially resolve issues utilizing remote systems such as ZEISS Smart Service.
• Adhere to the RoEs and participate in process improvement initiatives working closely with the Regional and National Service Supervisors.
• Manage Customer Care Tickets in SAP / CRM software.

Who you are:

• Must be able to work on flexible shift 8 am to 8 pm (EST)
• Must be able to lift no more than 80 lbs.
• Minimum of four (4) years of experience as a Technical Support Specialist, or equivalent technical experience.
• High degree of technical proficiency, excellent problem-solving skills, and analytical abilities required.
• Must have excellent verbal and written communication skills in both English and French.
• A+ and Net + certification strongly desired.
• Working knowledge of SAP/CRM and geo-localization systems is an asset.
• Must be able to multi-task in a constantly busy work environment.
• Experience with basic electronics, mechanics, optics, personal computers, basic operating systems, and strong knowledge of networking set ups and protocols preferred.
• BA/BS in Engineering or Sciences or an equivalent combination of education and experience. Technical experience may be substituted for education.
• This position is based in Toronto office.

Your ZEISS Recruiting Team:
John Rapea
COVID-19 Considerations
At ZEISS our highest priority is the safety of our employees and Customers. As a result, we are adopting additional prevention measures to ensure the safety of our employees and Customers. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.
Accommodation
ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.