Global Support Specialist (m/f/x) NLX

Your role

• Most senior level technical customer service engineer with long-standing experience.

• Very complex to highly complex equipment and complex to very complex systems incl. associated accessories across the entire portfolio

• Diagnoses and repairs all designated products

• providing advanced service and support to customers and colleagues.

• requires in depth understanding and application of principles, concepts, practices and standards required to provide service on assigned systems.

• Supports customers through specialized technical or scientific knowledge.

• Installation, preventive maintenance, upgrades, repair and engineering change upgrades:

• diagnoses mechanical, hardware, software and systems failures using imaginative and practicable solutions within free solution space and consistent with organization objectives.

• Coordinates and implements complex technical solutions within broad solution space.

• IMR activities on global scale possible.

• Able to solve significant and unique problems, capable of dealing with cross-function issues.

• Exercises independent judgement in methods, techniques and evaluation criteria for obtaining results.

• May handle multiple product markets.

• Determines most cost effective repair/resolution to minimize customer downtime.

• Has a deep understanding of service KPIs and actively takes measures to improve financial impact.

• Understanding of what drives the commercial success of the customer and of Service at ZEISS to create new business opportunities.

• May excert some influence on the long-range goals of the local organisation.

• Complete all necessary forms and reports in support of department and company data collection efforts, e.g. expense reports, service reports, quality reports, in prescribed timeframe.

• Has very strong Customer relation: Proactively maintains an ongoing relationship with selected customers and sales staff to assure responsiveness, particularly those focused on technical applications of the product or service.

• Plans and execute complex technical customer training.

• Actively provides guidance, feedback and assistance to new or less experienced staff.

• May conduct (OJT) training for other CSE-Levels.

• Supporting others by sharing service knowledge and best practices within service team.

• Might serve as "certified" instructor for formal / factory based Regional Training activities.

• Go-to person for specific technical topics on local level of segment/SBU.

• Typically requires relevant experience, completion of technical product training, and demonstration of very high-level product and process knowledge of a technical nature.

• Preparation, adaptation and preparation of all technical documents as well as definition of spare parts lists

• Planning and implementation of training courses as well as technical support in German or English, both in-house and on-site

Your profile

• You have completed technician training, including relevant professional experience, or have successfully completed a university of applied sciences degree in the fields of mechatronics/mechanical engineering, a natural science or engineering

• The role requires 3-5 years of professional experience in a service relevant context

• You have several years of relevant professional experience - service experience with automated systems, electron or ion beam systems is an advantage

• In addition, you enjoy working in multi-national teams and have experience in customer management and the escalation of problems, a strong service and customer orientation as well as experience in dealing with demanding customers

• You have very good written and spoken English skills

• as well as the willingness to travel worldwide with a share of up to 50%

• You have a high degree of communication, teamwork and assertiveness skills as well as a strong hands-on mentality

Your ZEISS Recruiting Team:

Georgios Tanoglou