Carl Zeiss ★ 4.0

This position is to deliver service – digital solutions excellence for the product portfolio assigned. The in-cumbent is responsible for providing technical support such as providing installation, commissioning, re-pair, calibration, and preventive maintenance services to customers. This is not limited to service support function to sales team including demo and exhibitions / trade shows.

1. Technical and Field Service
- Digital solutions installation such as FORUM, Workplaces & Smart Services.
- Service for customers under maintenance contract for ZEISS software via remote access or onsite.
- Performing out updates/upgrades for existing customers.
- Troubleshooting with customer inquiry/hotline.
- 1st and partially 2nd Level support activities for ZEISS software solutions (FORUM/Cloud based mod-ules).
- Perform 1st level support activities for ZEISS devices with DICOM interface that operates and net-work with ZEISS Software solutions (FORUM/Cloud based modules).
- Coordination of internal interfaces to 2nd level Support (Service & Customer Care, Munich) and field service (field implementation specialist).
- Support service technicians for on-site work during device connections, LAN integration and trouble-shooting on workstation PCs.
- Installing Zeiss software (modules) via remote access and configurating interfaces to existing IT envi-ronment at the customer's site, if applicable with support of 2nd Level team (Service & Cust. Care, Munich).
- Customer's and ZEISS sales Team contact for IT technical questions in projects with IT content as support for the sales representatives/managers and service technicians.
- Manage the IT security documentation and handling for ZEISS devices, FORUM & Smart Services.
- Manage appointments and technical arrangements with customer contacts (e. g. IT managers) or ex-ternal partners of customer (e. g. vendor of electronic medical record software).
- Technical clarification of orders for ZEISS software business (FORUM/Cloud based modules, Smart Services) including interfaces to third-party software or devices.
- Administration of the ZEISS software installed at customer site.

2. Customer Services:
- Ensure full coverage of all customer complaints and feedback as well as service activities in NPS ser-vice including all relevant details.
- Develop and maintain strong relationships with all levels of customer's IT and Biomedical team, in-cluding End-users to achieve high levels of customer satisfaction.
- Understanding of how Service leads to customer success.

3. After sales support:
- Co-ordinate and deliver customer training sessions for product portfolio assigned (basic level: in-struction for use and customer maintenance).
- Support demo in local exhibition and trade shows.
- Actively build and uses a personal network within and outside of company.

4. Others
- Other duties may be assigned by the management.
- Conduct business in full compliance with Zeiss Code of Conduct.