Technical Support Specialist

  • Wixom
  • Zeiss Group
Primary Duties and Responsibilities:

  • Product and Department Support
    • Implement and introduce new products to the field including documentation development.
    • Report on all products and point out possible problems and potential pitfalls of the product.
    • Propose solutions to product and field issues.
    • Provide technical information and reports that will be used as the basis for tech updates and bulletins on products and product issues.
    • Support the Tool Logistic Coordinator in purchasing and calibrating proper tooling
    • Track and participate in all ISO 9000 procedures and internal audits.
  • Customer Support
    • Interaction with customers requesting support for unplanned services
    • Provide expert advice by defining problem statement and solution path.
    • Identify the most suitable service engineer, tools, test equipment and parts for a given problem.
  • Employee Support
    • Interaction with service engineers remotely or onsite to provide technical advice, secure expert advice from others and monitor the service call until repair service is finished.
    • Provide technical training and expertise on products as requested.
    • Handle projects and retrofits, including RFQ, site surveys, installation and final acceptance as required.
  • Escalate calls per company procedures.
  • Support of Technical Support Management to meet key departmental objectives.
  • Perform other duties and responsibilities as assigned by the supervisor
  • Demonstrate ZEISS Core values (Serve, Empower, Act, Win).
  • Foster and reinforce company initiatives, policies, and procedures.


  • Associates or technical degree preferred in an engineering or related field.
  • Experience in the field of technical support and / or software application of a minimum of 4 years required. Equivalent experience in the field of technical engineering accepted.
  • Must be able to read and understand electrical schematics.
  • Must have excellent verbal and written communication skills.
  • Must have excellent problem solving skills with the ability to work independently from problem statement to solution.
  • Proficient in the use of standard tools including PC, MS Office (Word, Excel, and PowerPoint required, SAP, SAP-CRM.)
  • Requires effective verbal and written communication skills
  • Ability to multi-task and handle multiple assignments simultaneously.
  • Customer focus to drive customer satisfaction.
  • Above average ability in the following skills:
    • Problem solving/troubleshooting.
    • Self-motivation.
    • Time management.