Head of Digital Sales and Technical Support

at  ZEISS Group

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!
Location/Region: This position is located in Toronto,
What’s the role?
As a Head of Digital Sales and Technical Support you get to work with an astonishing team that plays a vital role in Carl Zeiss Limited. Show case your skills and experience with process enhancement.
Sound Interesting?

Here’s what you’ll do:

• Head of Digital Sales & Technical Support is responsible for overseeing all aspects of digital technical support services within the organization as well as future digital rollouts.
• This role will ensure the seamless delivery of high-quality technical assistance through digital channels, including online forums live chat and other digital support platforms.
• The Head of Digital Sales & Technical Support will lead efforts to enhance customer experience, manage technical escalations, and drive process improvements to deliver timely and effective resolutions.
• The position holds a P and L responsibility for the Digital business and must work to ensure pathways to profitability, pursue Digital service contract growth, and incorporate new iterations and offerings from the Digital Ecosystem within ZEISS Health Data Platform.
• The Head of Digital Sales & Technical Support must develop product knowledge within the sales team of data management and instrument connectivity product line, including networking solutions to the practice and an awareness of market conditions and competition within the sales workforce.
• Work closely with upstream marketing to assist in development of new product specifications for Canada & Global Marketplace. Work with downstream marketing to develop product launch plans, specifications and promotions.
• Work closely with Regional Sales Directors in the regions to uncover & develop business in their sectors, perform product demonstrations and enhancing their product knowledge for the product line
• Drive the Sales of all ZEISS Digital Solutions with the National/Regional Teams.
• Lead, mentor, and manage a team of Digital Technical Support Team and executing the Forum implementation/deployment and overall digital sales.
• Develop all future digital platforms which will be roll out by Global (HDP, Veracity, EYECO, Forum subscriptions).
• Provide Digital Portfolio sales and support must be provided across all CZC departments including MCS and OPT.
• Develop and implement strategies to optimize team performance and efficiency.
• Responsible for the P and L for Zeiss Digital Portfolio including current and future digital products and their successful integration into existing portfolio.
• Document monthly revenue and expense projections, review customer problems, plan monthly activity and evaluate competitive business encounters in a monthly forecast.
• Work frequently with Regional Sales Managers to review opportunities, schedule demonstrations and help close business.
• Assist in the design of marketing programs, advertising, product promotion, sales contests and future product direction.
• Recruit, hire and develop or promote the most proven and experienced ophthalmic representatives within the industry, or within Zeiss as well.
• Work with Upstream, Downstream and Global marketing & R&D teams on new product specifications and related issues.
• Coordinate with FORUM Installation and ensure knowledge transfer/training program between Account Managers and Clinical Applications Team.
• Assists the Regional Sales Managers, Key Account Managers & Regional Directors to manage new product demonstration inventory and select sites for unit placements.
• Evaluate and certify reps within the region on their capability to take over responsibility for the new product line.
• Assist the training department in developing training programs for new and existing products.
• Foster a collaborative and customer-centric work culture within the support team.
• Provide ongoing training and professional development to team members, ensuring they stay updated on the latest technologies and support methodologies.
• Install, configure, and deploy Digital products and connectivity solutions at client locations.
• Collaborate with clients to understand their specific requirements and recommend appropriate connectivity solutions.
• Troubleshoot connectivity issues and provide timely resolution to ensure minimal downtime.
• Oversee the day-to-day operations of digital technical support, ensuring prompt and accurate resolution of customer issues.
• Develop and refine processes to improve response times, first-call resolution rates, and customer satisfaction.
• Ensure high levels of customer satisfaction through efficient digital support services and by building long-term relationships with key customers.
• Monitor and analyze customer feedback to identify areas for service improvement.
• Implement best practices and innovative solutions to anticipate and meet customer needs.
• Analyze performance metrics to optimize support operations and drive continuous improvement.
• Stay abreast of the latest digital technologies and trends, incorporating them into the support strategy when applicable.
• Regularly report on key performance indicators (KPIs), customer satisfaction metrics, and team performance to senior management.
• Oversee the selection and implementation of digital tools, software, and systems that enhance support operations.
• Ensure that the support team leverages the latest technology to provide seamless, remote support to customers.

Do you qualify?

• Undergraduate degree, preferably in engineering, marketing, Computer Science. MBA or advanced degree is preferred.
• Minimum of eight (8) years of experience in technical support, with at least 5 years in a leadership or managerial role.
• Seven (7) years relevant experience in medical software sales strongly required
• Knowledge of EMR/EHR business models a definite plus.
• Experience and familiarity of CZC products and line of business.
• Must possess expertise in networking and connectivity, including IT and PACS.
• Possess high level of technical and clinical knowledge within the ophthalmology and optometry field.
• Demonstrated ability to lead a team, manage projects, and improve processes in a fast-paced environment.
• Exceptional communication, interpersonal, and problem-solving skills.
• Customer-focused mindset with a strong commitment to service excellence.
• Industry standard credentialing preferred but not required. Possess knowledge of the diagnostic ophthalmic industry.
• At least three to five (35) years of experience in an ophthalmology clinic setting or in the diagnostic ophthalmology industry or comparable experience.
• Knowledge of visual fields, lensometry, refractometry, and biometry and/or fundus photography. Knowledge of laser scanning technology, fluorescein angiography, and/or OR experience is helpful but not mandatory.
• Proven experience in implementing and configuring networking equipment, such as routers, switches and access points.
• Strong understanding of networking protocols, including TCP/IP, VLAN, and DNS.
• Excellent communications skills (written & verbal) and the ability to work with customers in challenging situations is required.
• Apply knowledge of the diagnostic ophthalmic industry to conduct tailored training for doctors and staff in operation and clinical applications.
• Ability to follow standard practices & procedures in analyzing data or situations from which answers can readily be obtained.
• Ability to travel overnight and work occasional weekends.
• Well organized and capable of working independently with minimal supervision. Requires valid driver’s license.

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

• Medical
• Vision
• Dental

• Head of Digital Sales & Technical Support is responsible for overseeing all aspects of digital technical support services within the organization as well as future digital rollouts.
• This role will ensure the seamless delivery of high-quality technical assistance through digital channels, including online forums live chat and other digital support platforms.
• The Head of Digital Sales & Technical Support will lead efforts to enhance customer experience, manage technical escalations, and drive process improvements to deliver timely and effective resolutions.
• The position holds a P and L responsibility for the Digital business and must work to ensure pathways to profitability, pursue Digital service contract growth, and incorporate new iterations and offerings from the Digital Ecosystem within ZEISS Health Data Platform.
• The Head of Digital Sales & Technical Support must develop product knowledge within the sales team of data management and instrument connectivity product line, including networking solutions to the practice and an awareness of market conditions and competition within the sales workforce.
• Work closely with upstream marketing to assist in development of new product specifications for Canada & Global Marketplace. Work with downstream marketing to develop product launch plans, specifications and promotions.
• Work closely with Regional Sales Directors in the regions to uncover & develop business in their sectors, perform product demonstrations and enhancing their product knowledge for the product line
• Drive the Sales of all ZEISS Digital Solutions with the National/Regional Teams.
• Lead, mentor, and manage a team of Digital Technical Support Team and executing the Forum implementation/deployment and overall digital sales.
• Develop all future digital platforms which will be roll out by Global (HDP, Veracity, EYECO, Forum subscriptions).
• Provide Digital Portfolio sales and support must be provided across all CZC departments including MCS and OPT.
• Develop and implement strategies to optimize team performance and efficiency.
• Responsible for the P and L for Zeiss Digital Portfolio including current and future digital products and their successful integration into existing portfolio.
• Document monthly revenue and expense projections, review customer problems, plan monthly activity and evaluate competitive business encounters in a monthly forecast.
• Work frequently with Regional Sales Managers to review opportunities, schedule demonstrations and help close business.
• Assist in the design of marketing programs, advertising, product promotion, sales contests and future product direction.
• Recruit, hire and develop or promote the most proven and experienced ophthalmic representatives within the industry, or within Zeiss as well.
• Work with Upstream, Downstream and Global marketing & R&D teams on new product specifications and related issues.
• Coordinate with FORUM Installation and ensure knowledge transfer/training program between Account Managers and Clinical Applications Team.
• Assists the Regional Sales Managers, Key Account Managers & Regional Directors to manage new product demonstration inventory and select sites for unit placements.
• Evaluate and certify reps within the region on their capability to take over responsibility for the new product line.
• Assist the training department in developing training programs for new and existing products.
• Foster a collaborative and customer-centric work culture within the support team.
• Provide ongoing training and professional development to team members, ensuring they stay updated on the latest technologies and support methodologies.
• Install, configure, and deploy Digital products and connectivity solutions at client locations.
• Collaborate with clients to understand their specific requirements and recommend appropriate connectivity solutions.
• Troubleshoot connectivity issues and provide timely resolution to ensure minimal downtime.
• Oversee the day-to-day operations of digital technical support, ensuring prompt and accurate resolution of customer issues.
• Develop and refine processes to improve response times, first-call resolution rates, and customer satisfaction.
• Ensure high levels of customer satisfaction through efficient digital support services and by building long-term relationships with key customers.
• Monitor and analyze customer feedback to identify areas for service improvement.
• Implement best practices and innovative solutions to anticipate and meet customer needs.
• Analyze performance metrics to optimize support operations and drive continuous improvement.
• Stay abreast of the latest digital technologies and trends, incorporating them into the support strategy when applicable.
• Regularly report on key performance indicators (KPIs), customer satisfaction metrics, and team performance to senior management.
• Oversee the selection and implementation of digital tools, software, and systems that enhance support operations.
• Ensure that the support team leverages the latest technology to provide seamless, remote support to customers