Digital Sales & Technical Support Specialist

The Digital Sales & Technical Support Specialist plays a key role in driving digital sales growth, delivering high-impact software demonstrations, and providing advanced technical support for eyecare digital solutions.  This position focuses on expanding market adoption by engaging key stakeholders, refining product rollout strategies, and enhancing user experience.  The role involves developing tailored presentations that highlight ROI, clinical benefits, and seamless workflow integration.  Additionally, this position supports business development by fostering relationships with key opinion leaders, optimizing digital workflows, and collaborating with cross-functional teams to drive sales strategies. With a strong emphasis on product innovation and training initiatives, the Digital Sales & Technical Support Specialist contributes to the continued success and expansion of cutting-edge eyecare technology.

• Support the sales of ZEISS Digital Solutions by assisting regional teams and sales directors.
• Conduct product demonstrations and provide technical insights to potential customers.
• Assist in the expansion of digital service contracts and rollouts of digital platforms (Health Data Platform, Veracity, EYECO, Forum subscriptions).
• Gather market insights and customer feedback to help refine digital sales strategies.
• Provide technical support for digital solutions, troubleshooting issues and ensuring timely resolutions.
• Assist the training department in developing training programs for new and existing products.
• Assist in training customers on product usage and best practices.
• Monitor customer feedback and report common issues to improve product performance.
• Document and escalate complex technical issues as needed.
• Assist in installing, configuring, and deploying digital products at client locations.
• Work with clients to understand their needs and ensure proper product integration.
• Troubleshoot connectivity issues and collaborate with IT teams to resolve technical challenges.
• Work with marketing teams to support product launches and promotional efforts.
• Provide insights from customer interactions to help shape future product developments.
• Collaborate with internal teams to streamline digital product adoption and training initiatives.
• Track and document customer interactions, technical issues, and resolutions.
• Assist in maintaining performance reports, including key metrics and customer satisfaction insights.
• Foster a collaborative and customer-centric work culture within the support team.
• Support financial tracking related to digital product sales and service contracts.
• Drive the sales of ZEISS Digital Solutions by supporting regional teams and sales directors in customer engagement and business development.
• Conduct high-impact product demonstrations, providing technical insights and strategic value propositions to potential clients.
• Support the expansion of digital service contracts and oversee the rollout of digital platforms, including Health Data Platform, Veracity, EYECO, and Forum subscriptions.
• Gather and analyze market insights and customer feedback to refine digital sales strategies and enhance product positioning.
• Provide advanced technical support for digital solutions, ensuring efficient troubleshooting and timely resolution of customer issues.
• Collaborate with the training department to develop and implement comprehensive training programs for new and existing products.
• Train customers on product software usage, best practices, and workflow optimization to maximize adoption and satisfaction.
• Monitor customer feedback and proactively report common challenges to drive continuous product improvement.
• Document and escalate complex technical issues, working closely with internal teams to implement effective solutions.
• Oversee the installation, configuration, and deployment of digital products at client locations, ensuring seamless integration.
• Act as a trusted advisor to clients by understanding their needs and optimizing product implementation to fit their workflows.
• Diagnose and troubleshoot connectivity issues, collaborating with IT teams to resolve technical challenges efficiently.
• Partner with marketing teams to support product launches, promotional campaigns, and educational initiatives.
• Translate customer interactions into actionable insights that shape future product developments and enhancements.

• Bachelor’s degree in Engineering, Marketing, Computer Science, Healthcare Technology, or a related field.
• Minimum of 5+ years of experience in digital sales, technical consulting, or enterprise-level technical support, preferably within the healthcare or medical device industry.
• Strong knowledge of medical software, EMR/EHR systems, digital healthcare platforms, and regulatory compliance in medical technology. Experience working with ophthalmology or optometry software solutions is highly desirable.
• In-depth understanding of networking, IT infrastructure, system integrations, cloud-based solutions, and PACS systems, with the ability to troubleshoot complex connectivity issues. Experience with API integrations and data interoperability is a plus.
• Proven ability to analyze customer needs, identify solutions, and implement effective strategies to improve user adoption, efficiency, and customer satisfaction.
• Experience in consultative selling, software demonstrations, and driving digital adoption across multiple stakeholders, including clinicians, practice managers, and IT professionals.
• Exceptional communication and interpersonal skills, with the ability to engage senior-level decision-makers and deliver persuasive presentations. Experience in leading training programs, webinars, or industry events is preferred.
• Ability to work both independently and cross-functionally in a dynamic environment, collaborating with product management, marketing, and technical support teams to drive digital transformation in eyecare.
• Experience managing customer accounts, overseeing digital solution implementations, and ensuring seamless product rollouts with a focus on long-term customer success.

Your ZEISS Recruiting Team:

Jo Anne Mittelman

COVID-19 Considerations

At ZEISS our highest priority is the safety of our employees and Customers. As a result, we are adopting additional prevention measures to ensure the safety of our employees and Customers. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.