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Zeiss Group - Dublin, CA
posted 2 months ago
About the position
The Manager, Escalation Support at ZEISS is responsible for overseeing the 2nd level Tech Support and Escalation team within the Americas Service HUB. This role involves executing the global MED Support strategy, contributing to service strategy planning, and ensuring compliance with standard operating procedures. The manager will work closely with regional service managers to drive performance and resolve customer issues, while continuously developing the team's technical capabilities.
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 capabilities.
Requirements
- 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 and thought leadership in a highly dynamic business environment
