Technical Support Specialist

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 the everchanging environments in a 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 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! Location: This position is located in our Toronto office. What’s the role? The Technical Solutions Specialist provides field and remote technical support for ZEISS VCS ophthalmic devices, software, and connected systems across Canada. The role installs, maintains, troubleshoots, and repairs equipment; coordinates service activities, contracts, orders, inventory, and documentation; and delivers technical guidance and training to customers, field technicians, sales teams, and internal stakeholders. Working cross-functionally with Sales, Product Management, R&D, and headquarters, the specialist supports product demonstrations and rollouts, regulatory requirements, continuous improvement, and the effective application of global expertise in the Canadian eye care market. Sound Interesting? Here’s what you’ll do: Technical Support and Service Provide timely first-level technical support through field and remote assistance; troubleshoot and resolve customer issues, escalating complex cases as required. Install, configure, inspect, maintain, troubleshoot, and repair VTS devices, software, networks, and Customer Experience Centre equipment. Maintain current knowledge of the features, operation, technical specifications, and troubleshooting methods for all products in the VCS portfolio. Demonstrate proficiency with TeamViewer and a strong understanding of networking fundamentals. Training and Documentation Provide installation guidance and application training to field technicians, sales teams, and internal stakeholders. Accurately document customer interactions, service incidents, resolutions, and monthly issue trends in the CRM system. Complete all required CurioZ training on time. Sales and Service Coordination Support the sales team with quotations, orders, presentations, customer opportunities, technical activities, product demonstrations, and rollouts. Schedule service appointments and coordinate with technicians to ensure timely service delivery. Manage service contracts, receivables, orders, swap requests, device inventory, and stock availability. Support ECP and retail initiatives while maintaining professional written and verbal communication with internal and external customers. Cross-Functional and Regulatory Coordination Coordinate with headquarters on regulatory and registration requirements. Collaborate with Product Management and R&D to identify software and hardware enhancements and apply global expertise in the local market. Compliance and General Responsibilities Safeguard and track ZEISS assets, maintain an organized workplace, and comply with all safety requirements. Perform other related duties as assigned. Do you qualify? Minimum five years’ experience in technical consulting or enterprise-level technical support, preferably within the healthcare or medical device sector. Bachelor’s degree in computer science, information technology, healthcare technology, or a related discipline. Advanced knowledge of networking, IT infrastructure, systems integration, cloud solutions, and PACS, with demonstrated ability to resolve complex connectivity issues. Experience in API integration and data interoperability is an asset. Working knowledge of TCP/IP connectivity, PCs, servers, and database backup and recovery. Proficiency in Microsoft Office applications, including Excel, PowerPoint, Word, and Teams. Excellent communication, interpersonal, and presentation skills. Ability to work independently and collaborate cross-functionally in a fast-paced environment with product management, marketing, and technical support teams to advance digital transformation in eye care. Strong project and time management skills, with the ability to manage competing priorities. The annual pay range for this position is $79,000 – $85,000. 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 RPP Employee Assistance Program 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 As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy. Accommodation ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.