Global Technical Escalation Engineer

Job not on LinkedIn

🔥 1 hour ago

🏄 California, Connecticut, +1 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote ❄️ Minnesota – Remote

💵 $40k - $61k / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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ZEISS Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

🏥 Healthcare

🧬 Biotechnology

Manufacturing • Healthcare • Biotechnology

ZEISS Group is a global technology leader specializing in optics and optoelectronics, with a rich history dating back to 1846. Headquartered in Oberkochen, Germany, ZEISS operates in four main segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology, and Consumer Markets. The company generated annual revenue of 10 billion euros and employs around 43,000 people across nearly 50 countries, including a robust network of production sites, sales and service companies, and research & development facilities. ZEISS’s specialties include binoculars, microscopy, eyeglass lenses, biomedical research, and various advanced technologies such as artificial intelligence and machine learning.

📋 Description

• Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products • Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors • Provide support through ticketing systems, telephone, email, and remote login tools • Address escalations on-site at domestic and international customer locations when necessary • Assist in managing and resolving complex technical escalations in a timely and effective manner • Ensure proper documentation and communication of solutions to stakeholders • Work closely with global support and engineering teams to resolve technical issues and address customer concerns • Foster cross-functional communication to drive alignment and efficiency • Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues • Provide feedback to Quality and Engineering teams to support continuous improvement initiatives • Support the Global Service organization with project implementation on an exceptional basis or upon special request • Act as the service representative in relevant development projects, ensuring alignment with service requirements and customer needs • Perform additional tasks as requested by the immediate manager to support organizational goals

🎯 Requirements

• BA/BS in Engineering preferred • Minimum of approximately five (5) years’ experience as a Field Support Engineer or a Technical Escalation Engineer, preferably within medical device industry • High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities • Good Experience with electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems • IT-experiences: handling databases (InterBase, MySQL), networks • Experience with remote support systems • Excellent communication and interpersonal skills • Experience in collaborating in international project teams as well as readiness to travel internationally • Experienced in conducting training courses preferred • Must have a confident manner and good social and methodological skill • Strong verbal and written communication skills • Fluent in English; proficiency in Spanish and German preferred.

🏖️ Benefits

• Medical • Vision • Dental • 401k Matching • Employee Assistance Programs • Vacation and sick pay