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Aug 10, 2007
Technical Support Engineer, Carl Zeiss SMT, Inc.
The Technical Support Engineer (TSE) will be an expert level customer contact point responsible for diagnosis, consultation and repair of customer issues and is responsible for customer satisfaction with equipment and servicing. The TSE will be a broad expert in all aspects of the company's product, from design and implementation, assembly/manufacturing, through to install, deployment and service, at all types of customer field sites.
The TSE will be the company's first line, technical representative to our customers, as well as the Zeiss customer support organization. Initially, the TSEs will train field service personnel, as well as customer personnel, in equipment operation and maintenance. He/she will prepare daily logs and reports of worked performed for service history, warranty and billing purposes. He/she will act as lead field engineer on customer Joint Development Projects (JDPs) to which he/she is assigned by the Tech support Manager, with responsibility for managing, scheduling and coordinating all phases of the JDPs. The TSE will lead and direct all personnel assigned to the JDPs.
The person filling this role should have a good range of technical skills in the areas of electron and ion optics.
This role reports into the Senior Technical Support Manager. This position is likely to involve pre-Sales and Project (Professional Services) work in addition to the formal Support role.
Major Responsibilities:
Interfaces with internal departments, 3rd parties and customer organizations.
Fosters good relations with customers, other Carl Zeiss divisions and partners.
Travels to customer sites in USA and occasionally elsewhere.
Participates in inter-department activities as required.
Works closely with the engineering departments in order to communicate resolve issues and provide enhancements for customers.
Create and maintain the 'Top Ten' issues list related to specific customers and instruments, to provide timely, effective, efficient communication, and thus issue resolution, between the field and Engineering.
Provides a strong technical / development resource to customer facing projects
Good working knowledge of telecommunications infrastructure elements (Lotus Notes, Global Shop Solutions), Call centers, internet technologies, CRM (Salesforce.com) and billing.
Qualifications:
Strong knowledge and understanding of Microsoft Windows and related technologies.
Experience of working at a senior 3rd-line level in a technical support organization.
Hands-on familiarity with common internet technologies.
Awareness of networking and firewall issues.
Good team working skills.
Good communication skills.
Strong presentation and facilitation skills..
Knowledge of contact centre or similar technologies preferred.
B.S. Degree in an IT, engineering or numerate subject or equivalent.
Company name: Carl Zeiss SMT, Inc. · Location: Peabody, MA,
The TSE will be the company's first line, technical representative to our customers, as well as the Zeiss customer support organization. Initially, the TSEs will train field service personnel, as well as customer personnel, in equipment operation and maintenance. He/she will prepare daily logs and reports of worked performed for service history, warranty and billing purposes. He/she will act as lead field engineer on customer Joint Development Projects (JDPs) to which he/she is assigned by the Tech support Manager, with responsibility for managing, scheduling and coordinating all phases of the JDPs. The TSE will lead and direct all personnel assigned to the JDPs.
The person filling this role should have a good range of technical skills in the areas of electron and ion optics.
This role reports into the Senior Technical Support Manager. This position is likely to involve pre-Sales and Project (Professional Services) work in addition to the formal Support role.
Major Responsibilities:
Interfaces with internal departments, 3rd parties and customer organizations.
Fosters good relations with customers, other Carl Zeiss divisions and partners.
Travels to customer sites in USA and occasionally elsewhere.
Participates in inter-department activities as required.
Works closely with the engineering departments in order to communicate resolve issues and provide enhancements for customers.
Create and maintain the 'Top Ten' issues list related to specific customers and instruments, to provide timely, effective, efficient communication, and thus issue resolution, between the field and Engineering.
Provides a strong technical / development resource to customer facing projects
Good working knowledge of telecommunications infrastructure elements (Lotus Notes, Global Shop Solutions), Call centers, internet technologies, CRM (Salesforce.com) and billing.
Qualifications:
Strong knowledge and understanding of Microsoft Windows and related technologies.
Experience of working at a senior 3rd-line level in a technical support organization.
Hands-on familiarity with common internet technologies.
Awareness of networking and firewall issues.
Good team working skills.
Good communication skills.
Strong presentation and facilitation skills..
Knowledge of contact centre or similar technologies preferred.
B.S. Degree in an IT, engineering or numerate subject or equivalent.
Company name: Carl Zeiss SMT, Inc. · Location: Peabody, MA,