Service Technician

divh2Service Technician/h2pHow many companies can say theyve been in business for over 177 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 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 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!/ph3Whats the Role?/h3pThe Service Technician is responsible for managing the inspection, repair, and refurbishment of all damaged, defective, or returned products and communicating with the customer to supply updates or request additional information, with a focus on customer satisfaction and operational efficiency./ppHeres what youll do:/pulliField day-to-day communication with internal and external customers via e-mail, call, web-based portals, and shared mailboxes./liliInspect and repair optics, document condition, create and send estimates, communicate status changes and updates via phone, email, or online system./liliAddress and resolve customers inquiries by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution./liliPrioritize incoming cases based upon repair times, customer priority, and workload./liliPartner with Sales, Operations and Consumer Service teams to meet and exceed all service levels./liliLiaise with HQ to obtain case updates, tool information, and additional data on repair requirements, with a goal of continuously improving the US Service abilities./liliIdentify opportunities to drive process improvements that positively impact the daily operations and ultimately the customers experience./liliRun Daily Reports: Repair or communication due, backlogs and delays; organize shared folders and mailbox, and Monitor status of incoming RMAs and follow-up with appropriate departments./liliMaintain tracking of new or common issues, to identify trends; Communicate to Category Management and Leadership, as required./liliAs needed assist the Admin and Consumer Care Teams to support short staff./liliHandle administrative tasks of the department (spare parts requests, inventory management, customer communication) including other job-related duties as assigned./li/ulpDo you qualify?/pulliHigh School diploma/liliMinimum 2 experience in relevant functions/liliSAP and Sales Force experience preferred/liliStrong analytical, problem-solving and technical skills (Excel proficiency preferred)/liliCustomer Service experience a plus/li/ulpWorking Conditions and Special Demands:/pulliWorking hours are from 8am to 4:30pm with a half-hour break for lunch to ensure coverage during business hours./liliThis is an office-based position in the Hebron, Kentucky facility requiring in-office presence./li/ulpWe have amazing benefits to support you as an employee at ZEISS!/pulliMedical/liliVision/liliDental/lili401k Matching/liliEmployee Assistance Programs/liliVacation and sick pay/liliThe list goes on!/li/ulpThis job description contains the general details considered necessary to outline the principal functions of the job and shall not be construed as inclusive of all work requirements. All position requirements are subject to possible modification to reasonably accommodate individuals with a disability. 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./ppMaria Khalil/p/div