Senior Manager, Technical Support
3 weeks ago
ZEISS is a global leader in the development and manufacture of optical systems and optoelectronic components. With a rich history spanning over 177 years, we have established ourselves as pioneers in science and technology. Our commitment to innovation and continuous advancement has enabled us to meet the ever-changing demands of the fast-paced world.
Job SummaryWe are seeking a highly skilled and experienced Manager, Escalation Support to join our team. As a key member of our Service Strategy and Operations team, you will be responsible for managing the 2nd level technical support and escalation team within the Americas region. Your primary focus will be on ensuring the execution of the global MED Support strategy in the region, contributing to the Service Strategy planning, and reviewing regional SSCs' CRM tickets to identify long-lasting issues.
Key Responsibilities- Ensure the execution of the global MED Support strategy in the region
- Contribute to the Service Strategy planning
- Review regional SSCs' CRM tickets to identify long-lasting issues and work with the SSC manager level to manage customer issues
- Establish a regular formal exchange with the SSC Service Managers within the region to drive performance and PIs
- Review regional 2nd Level tickets to identify issues and trends to resolve, and ensure that direct reports and the team are achieving key performance indicators
- Decide on-site support within the region
- Ensure compliance and adherence to SOPs/WIs in the area of responsibility
- Ensure regional technical 2nd level support for specific products and solutions from Carl Zeiss Meditec AG
- Continuously challenge the team in respect to customer value, Zeiss agenda, and Service Strategy. Continuously develop the team and the individuals in terms of technical
- Bachelor's degree in engineering required; MBA preferred
- Minimum of 10 years of increasingly responsible experience within service and/or operations
- 3-5 years of service operations management experience
- Proven experience in the field service support (preferably in technical organizations)
- Proven knowledge/experience in the medical device or medical equipment industry
- Strong customer focus and ability to communicate & drive customer needs within the organization
- Strategic thinking, thought leadership, leading change in a highly dynamic business environment
We offer a competitive salary range of $149,600 - $187,000, as well as a comprehensive benefits package, including medical, vision, dental, 401k matching, employee assistance programs, vacation and sick pay, and more. We are an EEO/AA/M/F/Disabled Veteran Employer and welcome applications from diverse candidates.
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