Service Technician

About Us:

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the Role?

The Service Technician is responsible for managing the inspection, repair, and refurbishment of all damaged, defective, or returned products and communicating with the customer to supply updates or request additional information, with a focus on customer satisfaction and operational efficiency.

Sound Interesting?

Here's what you'll do:

• Field day-to-day communication with internal and external customers via e-mail, call, web-based portals, and shared mailboxes.

• Inspect and repair optics, document condition, create and send estimates, communicate status changes and updates via phone, email, or online system.

• Address and resolve customer's inquiries by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.

• Prioritize incoming cases based upon repair times, customer priority, and workload.

• Partner with Sales, Operations and Consumer Service teams to meet and exceed all service levels.

• Liaise with HQ to obtain case updates, tool information, and additional data on repair requirements, with a goal of continuously improving the US Service abilities.

• Identify opportunities to drive process improvements that positively impact the daily operations and ultimately the customer's experience.

• Run Daily Reports: Repair or communication due, backlogs and delays; organize shared folders and mailbox, and Monitor status of incoming RMAs and follow-up with appropriate departments.

• Maintain tracking of new or common issues, to identify trends; Communicate to Category Management and Leadership, as required.

• As needed assist the Admin and Consumer Care Teams to support short staff.

• Handle administrative tasks of the department (spare parts requests, inventory management, customer communication) including other job-related duties as assigned.

Do you qualify?

• High School diploma
• Minimum 2 experience in relevant functions
• SAP and Sales Force experience preferred
• Strong analytical, problem-solving and technical skills (Excel proficiency preferred)
• Customer Service experience a plus

Working Conditions and Special Demands:

• Working hours are from 8am to 4:30pm with a half-hour break for lunch to ensure coverage during business hours.
• This is an office-based position in the Hebron, Kentucky facility requiring in-office presence.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

This job description contains the general details considered necessary to outline the principal functions of the job and shall not be construed as inclusive of all work requirements. All position requirements are subject to possible modification to reasonably accommodate individuals with a disability. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).