Service Specialist & 2nd Level Support

Job description

About Us: How many companies can say they’ve been in business for over 180 years?! Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of 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 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! Location/Region: The preferred location for the candidate is Maple Grove, MN or Wixom, MI. What’s the role? The Service Specialist & 2nd Level Support provides structured technical expert support to SSCs and qualified business partners, provides trainings and documentation, and contributes to a reliable service delivery and lifecycle support of our system. Sound Interesting? Here’s what you’ll do: 2nd Level Support & Ticket Handling Handle 2nd level service requests from SSCs and qualified business partners via phone, email, and remote access. Reproduce issues on reference or test systems where applicable. Support Field Service Engineers remotely during on‑site interventions. Occasionally participate in field visits to support troubleshooting and to gain system experience. Interface to 3rd Level / Expert Teams Collect and structure all relevant technical information for complex cases. Work with 3rd Level on complex issues Document solutions and feed them back into the knowledge base and to requesting parties. Training & Knowledge Transfer Support the preparation and updating of training materials and service documentation. Deliver defined training modules for internal colleagues and service staff from SSCs or business partners (e.g. introduction and troubleshooting basics). Contribute to structured knowledge sharing within the service organization. Service Readiness Support service-related activities in product and system introduction projects (e.g. rollout of new tools, review of service documents, feedback on serviceability). Contribute to continuous improvement of service processes through feedback and lessons learned. Maintain accurate service documentation and case records. Do you qualify? Experienced service or support engineer (minimum 3 years) with a completed degree in electrical engineering, mechatronics, automation engineering or a related field. Solid expertise in working with CMM and or automated Solutions I Machine Automation Knowledge of metrology and measurement data analysis Experience in remote diagnostics, root cause analysis and escalation management Confident in reading and interpreting technical documentation, circuit diagrams and mechanical drawings Strong problem‑solving skills and resilience in critical situations Strong customer orientation and communication skills to support the global field service team and end customers Fluent English skills, both written and spoken; additional languages are an advantage High level of self‑motivation, initiative and a proactive approach to continuous learning and process improvement Experience with ticketing systems and service documentation is an advantage Willingness to undertake business travel for on‑site support, trainings or installations The annual pay range for this position is $73,000 – $91,000 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 or sales commissions. 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 Paid time off including vacation, personal, and sick days The list goes on! The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion. Your ZEISS Recruiting Team: Kyle Lota 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).