Technician Interaction Center Agent

How many companies can say they've been in business for over 175 years?!

Here at ZEISS, we certainly can! As one of the pioneers of science, ZEISS handles the everchanging environment of our fast-paced world, meeting it with cutting edge 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 with over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the role?

The Technician Interaction Center Agent serves as a single point of contact in a call center environment to all field service technicians. His / her primary role is to ensure internal customer satisfaction by effectively screening and logging all incoming inquiries from the field, providing basic support and routing them to the appropriate person or qualified team for 2nd level technical support. Position will mainly be remote with occasional need for visit and training in the office at Maple Grove, MN or other US locations. Great role for Field Techs looking to step back from heavy travel environment.

Sound Interesting?

Here's what you'll do:

• Incoming Call Coordination

• Receive and document all incoming technician call submissions through the companies 1600 line or e-mail submission via a CRM ticket.

• Provide 1st level support for technicians requiring support and accurately document inquiries in CRM system for further handling by a 2nd level support agent.

• Manage call overflow to maintain communication with technicians regarding open calls.

• Document Call Activity

• Capture call center data specifics for KPI scorecard reporting to management.

• Ensure incoming calls are documented accurately.

• Database Activity and LMS

• Confirm and update customer contact information for relevance and accuracy such as phone, email, site address, serial number on every call.

• Provide statistics, lists, and other data upon request from available databases to management.

• Partner on project support as assigned by reporting manager.

• Entry-Level Technical Support

• Provide limited solution information to technicians by utilizing all support tools available such as but not limited to Service information and Knowledge systems. This may include re-occurring issues, researching answers from available databases.

Do you qualify?

• An associates or technical degree is preferred in an engineering or related field. Equivalent experience in the field of technical support / engineering is accepted.

• Experience with technical support in the field or back office of a minimum of 1 or more years is required.

• Experience working with technicians, working with ticketing systems

• Ability to read and understand electrical schematics is desired.

• Must have excellent verbal and written communication skills.

• Must have strong background in customer support, customer service, and phone skills

• Proficient in the use of standard tools including PC, MS Office (Word, Excel, and PowerPoint required, SAP, SAP-CRM.)

• Ability to multi-task and handle multiple assignments simultaneously.

• Customer focus to drive customer satisfaction.

• Above average ability in the following skills:

• Problem solving/troubleshooting.

• Self-motivation.

• Time management

• The annual base pay range for this position is $34,000 - $42,000 and may increase with qualifications.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

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!

Why Join ZEISS?

At ZEISS, we are committed to innovation and excellence. By joining our team, you will have the opportunity to influence key public policy decisions and contribute to the strategic direction of a leading global technology company. We offer a dynamic work environment, competitive compensation, and opportunities for professional growth.

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).