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Tech Support Specialist

3 months ago

Cambridge, Cambridgeshire, United Kingdom ZEISS Group Full time
Direct responsibility for delivery of service instruction and training worldwide to

dealers/CRC's/customers and Carl Zeiss Microscopy Ltd personnel on all SEM's.

  • Maintain a log of technical queries and follow up actions undertaken by Service Engineers in
order to monitor performance and evaluate customer satisfaction using 2nd Level ticketing
- system.

  • Support in managing escalations and customer complaints; liaise with appropriate areas to
resolve problems and review performance by following the escalation process.

  • Write, update, and distribute Product Support Bulletins to service personnel as required.
  • Produce and modify as necessary Field Service Instructions.
  • Support the central Technical Authoring department in the writing of installation, preinstallation and service manuals, as required; distribute to all trainees who have undertaken training.
  • Undertake reasonable travel overseas to support field service engineers with escalating problems.
  • Support that all necessary information i.e. relevant manuals, certificates and course literature is produced accurately and maintained in accordance with company procedures.
  • Compliance with Company procedures and controls (ISO 9001 and ISO as defined.
  • Deputise for other Technical Support Engineers as required.
  • Perform other duties that may be required from time to time.
  • Support R&D in development projects.
  • Support with new training technology like VR/AR/MR
  • Maintain the training room and keep it up to date.
  • Support the ECR process.
  • Involved in escalation meetings.
  • Ticket work on the 2nd Level ticketing tool.
  • Train the trainer in order to transfer the training to the Hubs.
Based at Carl Zeiss Microscopy Ltd, Cambourne / Home office.


This role will initially involve international travel, including staying abroad, in order to spend sufficient time with team members, customers and colleagues.

Some additional travel may be necessary to attend meetings and training courses.

Your ZEISS Recruiting Team:
Harriet Foulkes, James Lawn, Natarlee Lawrence, Suya Rolph