Digital Technical Support Specialist-Meditec Service

ZEISS Group - Toronto, ON (30+ days ago)

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Toronto, Canada
Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

We are looking for people who are keen to try something new:
The Digital Technical Support Specialist provides direct assistance to customers. Reporting to the National Service Manager they provide the necessary planning and project management for efficient Call Management, handling a variety of diagnostic and troubleshooting issues regarding networking/product integration, by responding primarily to end-user customers, such as customer technicians or doctors, sales representatives and other internal customers. 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 inquiries. Located at our Head Office but may occasionally be required to travel for onsite assistance.
Provide French interface (speaking/writing) to outside customers and to the inside team to support this part of our installed base.
Respond to questions and inquiries from Field Service Leads, Affiliates, Distributors, Sales Managers, Customer Care personnel, and any other internal customers.
Ensure that heavy phone traffic is handled in a professional, accurate, and efficient manner.
Speak with customers by phone to confirm customer account information.
Responsible to review and ensure an equal share of customer support as determined by the number of people in the queue and reported in monthly statistics.
While troubleshooting a caller’s problem, determine appropriate action:
attempt a phone fix,
ability to recognize when escalation to Tier 2 is appropriate & transfer caller
Determine appropriate call type (i.e., billable, contract, or warranty), communicate correct information to the customer, and properly document (open) the service call within the current customer relationship management system.
Dispatch all pertinent information to the field rep within established performance targets.
Document problem/issue details and appropriate steps to resolve.
Works independently to resolve customers’ 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.
Review service documentation in the form of memos and service bulletins and suggest updates to service documentation prior to release.
Review and suggest improvements on Marketing instructions and customer letters prior to releasing the material.
Assume special projects and assignments as needed.
Participate in policy-setting and change strategies, specifically in areas to improve customer support fulfillment.

You have:
BS Degree or equivalent from four-year college or technical school preferred.
Three (3) to Five (5) years related experience and/or training, preferably in a Technical Support role, or equivalent technical experience.
Project Management education and experience
Should possess a high degree of technical proficiency, excellent problem-solving skills, and analytical abilities, including basic electronics, mechanics, optics skills, cloud computing.
Advanced network and system platforms troubleshooting skills required
Experience with IT mega trends, such as Cloud computing with Amazon Web services.
Personal computer advanced operating systems such as Windows Servers and MAC.
Advanced DICOM, HL7 and PACS configuration preferred.
Net+ Certification, Microsoft Certified Systems Lead (MCSE) or CISCO certified preferred
Experience working in an Automatic Call Distribution (ACD) environment with heavy phone demands.
Proficiency in data entry skills.
Experience with SAP/CRM systems preferred.
In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.
Carl Zeiss Canada Limited & Carl Zeiss Vision Canada Inc. are equal opportunity employers and are committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs