Global Support Specialist (m/f/x) NLX (m/w/d)

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

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