Bilingual Technical Support Representative

Montreal, QC (On site)             ·           Full time

Job Description

Please note that this position will require relocation to Toronto***

What we’re looking for:

Under minimal supervision, the Technical Support Representative (TSR) will provide advanced technical support to end users (e.g., Customers, Field Sales and Service Representatives), as well as other Zeiss employees to resolve customer issues. The TSR is expected to utilize in-depth trouble shooting techniques to identify and resolve multi-level solutions to complex issues in accordance with their individual level of knowledge and expertise. For more complex customer issues they are expected to partner with, or escalate to, the appropriate support level or to Field Services as applicable. Additionally, the individual is expected to work effectively with other departments as needed, to help ensure products meet service and quality performance, while contributing to the attainment of the Technical Support Center’s service level goals.

What you’ll do :

• Promptly answer incoming telephone, email and other inquiries from the Customer.
• Promptly Respond to complex technical questions and inquiries from Field Service Engineers, Sales, Customer Service and customers via telephone, email, and occasionally on-site at customer locations.
• Manage the Customer Care Ticket (CCT) in SAP / CRM.
• Determine initial diagnosis, provide technical support, and potentially resolve issues utilizing remote systems such as ZEISS Smart Service (ZSS).
• Partner with peers, FSEs and Level 2 / 3 support to resolve all technical issues.
• Dispatch service orders to the appropriate FSE, CAS and /or IT / Forum team.
• Communicate and manage appointments with customers and FSE team.
• Encourage and develop digitalization solutions such as MyZeiss , ZSS, OPTIME with customers.
• Adhere to the RoEs and participate in process improvement initiatives working closely with the Regional and National Service Supervisors.
• Review performance trending reports generated on the assigned instruments to determine any problem areas. Communicate performance trend information to other departments/teams on a monthly basis.
• Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
• Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.
• Identify and escalate specific technical trends and problems to highlight training needs and process gaps.
• Maintain and continually update product and process knowledge, to include system and tool utilization.
• Adhere to industry safety standards and policies on confidentiality of patient data.
• Support with QC and depot repairs.

Who you are:

• Must have excellent verbal and written communication skills ideally in both English and French.
• BA/BS in Engineering or Sciences or an equivalent combination of education and experience. Technical experience may be substituted for education.
• Minimum of four (4) years of experience as a Technical Support Engineer, or equivalent technical experience.
• High degree of technical proficiency, excellent problem-solving skills, and analytical abilities required.
• Experience with basic electronics, mechanics, optics, personal computers, basic operating systems (Windows and MAC OS), and strong knowledge of networking set ups and protocols preferred.
• A+ and Net + certification strongly desired.
• Working knowledge of SAP/CRM and geo-localization systems is an asset.
• Must be able to multi-task in a constantly busy work environment.
• Must be able to lift no more than 80 lbs.
• Must be able to work on flexible shift 8 am to 8 pm (EST)
• This position is based in Toronto office.

Working Relationships:

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

• Fulfill requests from customers, Customer service, Sales and Service reps.
• Receive special assignments/projects from the National Service Manager or Supervisor.

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.

Please click here to apply.