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!

Location/Region: This position is located in Dublin, CA.

What’s the role?

As a NPI Engineer, you get to work with an astonishing team that plays a vital role in Carl Zeiss Meditec, Inc. Show case your skills and experience with process enhancement.

Sound Interesting?

The New Product Introduction Engineer manages all aspects of supporting the service product lifecycle, from product concept definition through end-of-life. Ensures that Reliability, Availability, Serviceability, Usability and Install-ability are designed into the product at every step of the product development process.

Here’s what you’ll do:

In support of New Product Introductions, define and manage service and support requirements from global customer support functions and drive them into the Company’s product release process.
Transfers technical information to service and support functions and assists with readiness activities to ensure the global customer support organization is prepared with the necessary technical knowledge to support all new products at launch.
Works closely with Marketing, Engineering, and Manufacturing to identify Quality / Customer Satisfaction issues in the design, prototyping, early production, and full production stages of product life cycle.
Drives changes into sustaining engineering to improve the delivery of customer support on existing products.
Drives lowest-cost corrective actions in product design, parts sourcing, and manufacturing
Ensures defects are systematically logged into the Quality system and works closely with Sustaining Engineering and Quality teams to ensure the defects are properly tracked to completion.
Handle technical (Level 3) escalations, working with Engineering to develop solutions to newly-identified issues. Communicate these solutions across global customer support, providing ownership of issues for particular products throughout product life.
In partnership with Product Management and Engineering, explores options and innovative support plans that build on product strengths and make effective use of resources.
Create and maintain feedback loop – capture data on emerging problems and solution effectiveness and drive corrective actions.
Provide technical direction and guidance to global customer support functions in preparation of services and support commercialization activities in their service areas.
Drive QA department’s analytic efforts to quantify and improve Global Services metrics to ensure the delivery of world-class support services to our customers.

ADDITIONAL RESPONSIBILITIES:

Work for a geographically diverse readiness team and represent global customer support on multiple new product core teams.
Establish influence on core teams to drive supportability enhancements and new feature requirements to ensure new product releases include defined supportability and maintainability.
Participate in quality management reviews, ensure that all program and project lifecycle checkpoints are met and with the level of quality to ensure project/program success.
Manage support readiness issues by interacting within SSCs and Global Services to develop product support plans, documentation and process to support new products and business partner relationships, including support design, fulfillment, process and revenue growth.
Provide input to global customer support management regarding staffing and capital equipment requirements to support new products. Ensure capitol and lab needs are met.

Do you Qualify?

BS degree, or equivalent technical degree preferred
Minimum 8 years of experience in technical support, service readiness management and quality or directly related experience in medical device, capital equipment, high tech, or similar industry experience.
Knowledge and understanding of global customer support business reporting, processes, systems and life cycle management.
Knowledge and understanding of hardware and software product development processes.
Knowledge and understanding of IT infrastructure topics as they related to serviceability design and readiness; including computer networks, servers and data management systems.
Ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established time lines and have a demonstrated ability to learn and embrace new and changing technologies.
Excellent written and verbal communication and listening skills, people management and project management skills.
Experience in leading cross-functional efforts including working with Product Management and Engineering functions on new product and service releases (and related processes).
Demonstrated ability to influence and manage others outside immediate span of control.
Must possess solid time management skills and must be solution-oriented. Must be a team player with the ability to identify and escalate issues in a timely manner, and be proactive in driving solutions.
Strong decision-focused analytical skills are essential, including experience in financial analysis.
Lean design/process experience preferred

Travel up to 25%

The annual pay range for this position is $98,200 - $122,800.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is eligible for a Performance Bonus.

We have amazing benefits to support you as an employee at ZEISS!

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

The list goes on!

Your ZEISS Recruiting Team:

Jo Anne Mittelman

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).

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