Position Summary:The XRM Senior Director of Operations manages all aspects related to System Production, Optics Production, Source Production, Supply Chain Management, New Product Introduction/Manufacturing Engineer, Technical Support, and Quality. The Senior Director of Operations has responsibility for EH&S and Facility as well as shared responsibility for product quality and business process excellence development.Primary Duties and Responsibilities:At the direction of the General Manager, the Senior Director of Operations has responsibility for managing the XRM Product Center Operations group, a Product Center within the CZ Microscopy strategic business unit (SBU) in the Industrial Quality & Research segment in ZEISS.This position will manage operational initiatives across CZ X-ray Microscopy Product Centers for the benefit of our customers and business unit.As part of General Manager's management team, this position is responsible for continuous improvement of the operational efficiency, financial performance, customer satisfaction and employee development of the XRM Product Center.As part of General Manager's management team, the Senior Director of Operations is responsible for determining overall business unit strategy and tactical execution plans, including product development, PSGP (PLC) process implementation and process improvements across Microscopy Product Centers.Manages the Director of Manufacturing who has direct responsibility for System Production and Supply Chain management to ensure business achieves shipment schedule with target KPI's (Cycle Time, Rework, COGS, GM, Quality, Inventory and Turns) on time. Drive continuous improvement of scalable processes and plan for future growth. Implement strategic supplier management to ensure quality, cost, and support required for success of the business.Manages XRM EH&S and Facility maintenance and workplace quality in concert with overall ZEISS Innovation Center California (ZICC) EH&S and Facility management.Manages the Manager of Optics Manufacturing who has direct responsibility for Optics Manufacturing, Optics vendor management, Optics process engineering and target KPI's for inventory levels, quality and COGS.Manages the Manager of Source Manufacturing who has direct responsibility for X-ray Source Manufacturing, Source vendor management, Source process engineering and target KPI's for inventory levels, quality and COGS.Manage the Manager of Manufacturing Engineering who has direct responsibility for Manufacturing Engineering to ensure production schedule is met, optimize/set standard work, set priorities for continuous improvement projects and requirements for New Product Introduction. Follow guidelines of PSGP(PLC) process and checklists; work upstream in the PSGP to influence Design for Manufacturing/Design for Serviceability with overall sensitivity to COGS impacts.Manages the Manager of Technical Support to achieve best possible level 2 customer support for first level CSE for the benefit of the XRM Product Center. Provide level 3 customer support with the Head of Engineering. Tech Support Group ensures correct NPI service procedures rollouts, updates/changes to existing procedures, setting global service standards, defining training plans and requirements, developing service training courses, and providing those courses to enable the regional Sales and Service Companies (SSC).Understand business processes in detail, be willing & able to advise and train cross functional teams. Leading cross functional team meetings with focus on the process improvement.Create business process flows and activity diagrams utilizing value stream mapping toolsFamiliar with and advocate for implementation within the organization of Data Analysis techniques that can include:Statistical Process ControlReliability modeling and predictionFault tree analysisSix Sigma Lean & 7-Step Problem Solving/PDCA Tools & MethodologyRoot cause failure analysis (RDFA/FMEA)Failure reporting, analysis and corrective action systems (FRACAS)Experience and Education Requirements:Bachelor or Master's degree in Operations/Engineering10 + yrs. experience in industryExperience with Operations Management in a Capital Equipment and Technical IndustryExperience with quality control methodologies and toolsExperience implementing Lean & Six SigmaEvidence for structure and reliable work habitsExcellent communication skills.A leader who develops leadersThe annual / hourly pay range for this position is $170,000 -$212,000 .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 also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.Your ZEISS Recruiting Team:Debra Ann Rybolt, Jo Anne MittelmanZeiss 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).

Technical Support and Demo Center Specialist

Zeiss Group, Dublin

About Us:How many companies can say they've 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!What's the Role?The Technical Support and Demo Center Specialist (TSDCS) will be based at the Zeiss North America Demo Center, in Dublin, California, in order to provide fast and effective in-house support for the systems based there and will be responsible for keeping the Zeiss systems operating to full specification plus assisting the demo team with any changes to location or modifications needed. As part of the Technical Support team, you also provide technical support to Zeiss North America Field Service Engineers (FSE), ensuring they have access to the latest technical information and are kept up to date on information coming from the Product Centers.You own all Technical Support Requests that are assigned to you; use the outlined Escalation Process to ensure a speedy resolution to all customer issues. In addition, serve as an information conduit between the Global Tech Support team, Product Centers, and the FSEs and provide feedback from the field to the global teams on product failures and common issues that the FSEs are encountering. Direct remote support for customers will also be part of this position to drive resolutions without onsite visits.You will also be responsible for the provision of training, both in person and via VR/AR, and support activities in the Zeiss Training Center locations.Key Metrics of the Position: (e.g. Position Reporting, Revenue, Budget, etc.) Demo system fully functional availability.Ticket Resolution Percentage.Ticket Volume (total calls).Sound Interesting? Here's What You'll Do: Provides inhouse support for the Zeiss Dublin, California, Demo Center RMS systems in order to maintain the highest level of operational quality and availability possible.Be the contact point for Zeiss demo team regarding any system operational questions, service requests and modifications that may be needed.Provide technical assistance via telephone, e-mail and remote login as well as on site to customers and Customer Support Engineers in North America of Carl Zeiss Microscopy Systems, but not limited to operational, maintenance, and basic applications needs.Aid in the resolution of service escalations, including on-site assistance when necessary.Initiate and track engineering changes in response to observed system problems.Assist with the creation, or circulation, of Technical Support Bulletins as needed to alert the field of serious system issues and procedure changes.Coordinate field implementation of engineering changes, upgrades, and retrofits as needed.Provide feedback to factory Engineering Department regarding product quality, reliability, and serviceability, as well as the accuracy and accessibility of system documentation.Participate in cross functional product development teams to provide critical input relating to service procedures and training.Deliver training on the assigned set of Carl Zeiss Microscopy products in accordance with the Microscopy Training Plan.Order, distribute, and track tooling provided to FSEs upon training course completion.Do You Qualify?BS in technical/scientific discipline or an equivalent combination of training and experience.10+ years direct experience building, maintaining, installing, and/or repairing Carl Zeiss Microscopy systems or similar complex electromechanical systems.Excellent troubleshooting skills. Must be able to diagnose complex system problems. Must be able to help customers and engineers diagnose complex system problems via telephone, e-mail, remote login or through direct on-site instruction.Demonstrated understanding of analog and digital electronics, optics, chemistry, pneumatics, and vacuum systems.Able to analyze complex problems and make sound judgments based on competing priorities.Able to read and interpret schematics and other technical documentation.Knowledge of data collection and analysis techniques.Superior communications skills. Able to converse readily in English, both verbally and in writing.Able to create and deliver technical presentations to individuals or groups.In-depth knowledge of Windows operating systems and common software applications used on assigned Microscopy systems.Proven ability to work successfully as an individual contributor or as part of a team.Working Conditions and Special Demands:Able and willing to travel as necessary, domestic and international.Capable to lift 60 lbs. safelyAble to obtain corporate credit cardEligible for passportThe annual pay range for this position is $111,200 - $139,000.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 also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.Your ZEISS Recruiting Team:Steve WarnerZeiss 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).