Technical Support Coordinator

JOB SUMMARY: 

The Technical Service Coordinator will provide first contact to end users by calling or emailing the Technical Support Department. Through a series of questions to initially ascertain the customer product issue, the TSC will make the decision as to whether the customer would be best serviced remotely or dispatched for an on sight visit via Field Service. The Technical Support Coordinator must facilitate the  transfer of customer call to the appropriate next-level service department. The Technical Support Coordinator must have excellent customer service orientation and the ability to work cross functionally in a fast-paced, fast paced environment. This individual is a highly motivated, positive, hardworking, honest, person with the ability to manage and monitor.  

Location:

This is an onsite role, 5 days a week at our office in Dublin, CA. 6 hour work days with staggered start times between 5:00AM - 9:00AM.

Duration:

This is a 6-month contract role with possible full-time conversion.

ESSENTIAL FUNCTIONS: 

(Responsibilities that are central to the job and MUST be performed either unaided, or with the assistance of reasonable accommodation, ref. ADA.) 

• Responsible for answering incoming service calls from ZEISS Customers 

• Engage with the customer to answer and ask technical questions that will allow the Technical Support Coordinator to decide as to whether the customer would be best served remotely or dispatched by a Field Support Engineer 

• Excellent communication skills both verbal and written. 

• Ensure that all information in call is accurate and update master data following established process if necessary.  

Note: Essential functions may not be limited to the tasks and responsibilities listed within this section.  

Ordering of essential functions does not necessarily reflect importance of item. 

ADDITIONAL RESPONSIBILITIES: 

(Non-essential duties or marginal job functions that support essential functions) 

• Maintain high levels of efficiency and accuracy. 

• Ability to prioritize workload with multiple and conflicting timelines. 

• Maintain currency of, and adherence to applicable GMP and ISO 9001 processes and procedures. Abide by state and federal employment laws. 

• Maintain attendance in line with Company standards.  

WORKING RELATIONSHIPS: 

(From whom work is received and given, internal and external customers, supervisors, subordinates, teams, etc.)  

ZEISS Customers, Call Center, Field Support Engineers, Field Service management, Field Sales, CAS.  

WORKING ENVIRONMENT: 

(Physical surroundings) 

• Standard office environment. Noise levels can range from low to moderate.  

• Fast paced computerized office environment. High level of computer usage and high phone usage.  

(Bona Fide Occupational Requirements, such as education, certification, and/ or skills that are necessary to do the job.) 

• 2-Year associate degree in engineering or business, or three (3) years related experience in a Technical Support or Call Center role.  

• Ability to self-manage in a high-paced, high-energy environment. 

• Excellent customer service skills, via phone and email 

• Strong multi-tasking skills with the ability to work in several system platforms (ERP, CRM, Specialized Software) 

• Excellent written and verbal communication skills 

• Highly organized individual 

• Ability to problem-solve, and make decisions within established guidelines on behalf of ZEISS Customers 

• Fast learner with ability to adjust quickly to situations that change frequently. 

• High degree of technical proficiency, excellent problem-solving skills, and analytical abilities required. 

• Excellent communication (written and verbal) and interpersonal skills required. 

The pay range for this role is between $25.00 - $31.00 per hour.

This job description does not state nor imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management and will also be required to meet safety-related requirements. All requirements are subject to modification to reasonable accommodate individuals with a disability.