ZEISS Group

• Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products • Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors • Provide support through ticketing systems, telephone, email, and remote login tools • Address escalations on-site at domestic and international customer locations when necessary • Assist in managing and resolving complex technical escalations in a timely and effective manner • Ensure proper documentation and communication of solutions to stakeholders • Work closely with global support and engineering teams to resolve technical issues and address customer concerns • Foster cross-functional communication to drive alignment and efficiency • Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues • Provide feedback to Quality and Engineering teams to support continuous improvement initiatives • Support the Global Service organization with project implementation on an exceptional basis or upon special request • Act as the service representative in relevant development projects, ensuring alignment with service requirements and customer needs • Perform additional tasks as requested by the immediate manager to support organizational goals

Role Description The Commercial Excellence Director – Surgical & Refractive is responsible for developing and executing the Commercial Excellence strategy for the U.S. Surgical (SUR) and Refractive (REF) businesses. This role serves as the primary link between Commercial, Finance, Marketing, Operations, and Leadership teams to drive market share growth, sales effectiveness, profitability, forecasting accuracy, and strategic execution. - Lead business planning, sales analytics, market analysis, compensation strategy, pricing excellence, sales force effectiveness, commercial operations, and business model deployment. - Implement commercial strategies designed to accelerate consumables growth, increase market penetration, improve profitability, and support achievement of the company’s long-term strategic objectives. - Requires strong business acumen, analytical capabilities, leadership skills, and the ability to influence across multiple functions and levels of the organization. Qualifications - Bachelor’s degree required. - MBA or advanced business degree preferred. - 8–12+ years of progressively responsible experience in Commercial Excellence, Sales Operations, Business Strategy, Finance, Commercial Analytics, or related functions. - Medical device or healthcare industry experience preferred. - Demonstrated success leading cross-functional business initiatives. Requirements - Advanced analytical and strategic planning capabilities. - Strong business and financial acumen. - Expertise in commercial analytics, forecasting, and business performance management. - Experience designing compensation and incentive programs. - Strong executive presentation and communication skills. - Proficiency with CRM, BI, reporting, and analytics platforms. - Superior problem-solving and project management skills. - Ability to influence senior leaders and drive organizational change. Benefits - Medical plans - Vision - Dental - 401k Matching - Employee Assistance Programs - Vacation and sick pay - Performance Bonus eligibility

• Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines. • Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being. • Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database. • Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures. • Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy. • Support revenue growth through the promotion and retention of service agreements. • Interface with customers in a professional, pleasant and calm demeanor. • Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment.

• Leads a professional team of sales and application experts to grow the business • Hires, develops, coaches, and supports sales professionals to achieve sales penetration • Develops sales strategies & tactics to deliver superior customer experience • Monitors and achieves departmental expense budget • Frequently visits key customers, distributors, and sales network

Role Description To strengthen our Team in the Eye Care Provider Division, we are seeking a Business Development Representative for our Northern California/Southern Oregon territory (must live within the territory; Medford Area). Under general direction from the Regional Business Development Manager, the Business Development Representative (BDR) is responsible for the overall management, objectives, and plans for the assigned territory within the U.S. Independent Eye Care Professional (ECP) Channel. - The BDR is an experienced business-to-business sales representative with the ability to source, develop, and cultivate new clients and new business. - Responsible for conducting sales calls with eye care professionals (ECPs) such as optometrists, ophthalmologists, opticians, and other optical specialists to promote ZEISS products, services, and practice-based solutions. - Document customer records and activity within the Customer Relationship Management (CRM) system. - Develop and maintain effective plans for the assigned territory. - Implement account-specific programs and business plans. - Act as a change agent to expand ZEISS product and portfolio utilization. Qualifications - BS or BA in Business, Public Administration, Economics, Marketing, or related field strongly preferred. - 3+ years in a successful business-to-business sales environment, preferably in Rx sales, optical, medical device, or retail operations industry with Fortune 500 companies. - Must have a valid driver’s license. Requirements - Meet or exceed sales growth targets for Direct Rx business and other strategic targets. - Segment territory using CRM Account Classification system and identify key customer targets. - Profile and evaluate each customer’s store operation, financial data, business model & profit drivers. - Conduct and prepare pre-call planning and call objectives. - Lead sales conversation with ECPs by challenging and persuading them to change behavior. - Create innovative tactical and strategic approaches to meet and exceed business objectives. - Treat territory as own franchise by creating and executing territory plan. - Increase sales by effectively communicating the advantages and benefits of Carl Zeiss Vision products and services. - Support and implement national marketing plans, utilizing digital tools and apps. - Schedule, plan, develop, and conduct on-site training and educational seminars. - Maximize and execute customer marketing programs. - Establish positive, productive, and collaborative working relationships with colleagues. - Operate with the highest ethical standard during every customer interaction. - Input accurate and timely reports via Salesforce.com. - Efficiently manage travel costs and leverage smart spending techniques. - Prepare and submit timely expense reports. Benefits - Medical - Vision - Dental - 401k Matching - Employee Assistance Programs - Vacation and sick pay - The list goes on!

• Diagnose and repair all designated products within an assigned service territory, including preventative maintenance, installations and upgrades per specific training, manuals and Carl Zeiss Meditec guidelines • Schedule, create, verify and/or modify customer visits as appropriate, by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being • Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database • Complete and submit a weekly expense report according to Carl Zeiss Meditec policies and procedures • Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy • Support revenue growth through the promotion and retention of service agreements • Interface with customers in a professional, pleasant and calm demeanor • Other duties may include, but are not limited to, instructing customers on operation and maintenance of equipment • Maintains company-issued test equipment and support tools, including spare parts • Installation and maintenance of equipment at trade shows, as requested and required

• Install, Repair, Troubleshoot, Service and Calibrate high tech machines at customer locations • Demonstrate customer service skills and knowledge with a high level of passion and dedication • Demonstrate the ability to learn new skills on high tech CMM’s (Coordinate Measuring Machines) utilizing mechanical and electronic aptitude • Perform necessary administrative paperwork in a complete and accurate manner • Be Solutions-oriented with the ability to work independently in a high pressure, fast-paced and innovative environment • Travel requirement is 100% within the United States and international travel as needed • Other duties as required

• Engage in a comprehensive ~3 month in field and classroom training program to ensure you have the skills and tools to be successful. • Once trained, you will travel to customer sites in your region to Install, Repair, Troubleshoot, Service and Calibrate the most advanced measuring instruments in the world. • Work hands on to learn new skills on high tech CMM’s (Coordinate Measuring Machines) utilizing mechanical and electronic aptitude. • Document service work and maintain accurate service records. • Work independently while representing the company in a fast-paced and innovative environment.

• Review and process Eye Care Professional Channel customer onboarding workflows through Salesforce.com portal. • Determine appropriateness and alignment of custom program requests using established templates and delegation of authority matrix. • Prepare selected sales, customer mix and Sales team specific reports for weekly and monthly meetings. • Create special reports and services using SQL, Access, Excel, Power BI, etc. • Ability to create reports in both spreadsheet, Power BI and PowerPoint formats. • Participate on project teams to develop / enhance commercial programs and information systems. • Troubleshoot customer account setup errors and issues, and coordinate with internal resources to correct the issues (including calculating credits owed, and submitting credit requests). • Participate in pricing program audits, and provide backup to Pricing team functions. • Prepare content and participate in recurring training sessions for Sales team members, as needed. This includes New Hire Trainings, as well as periodic spot trainings on a variety of Sales Operations topics. • Perform additional responsibilities as required.

• Lead the end-to-end customer experience strategy across all customer touchpoints, ensuring customer insights, journey optimization, and satisfaction drive business growth, strengthen customer loyalty, and create a differentiated customer experience. • Develop and own the overall customer experience strategy aligned with company goals. • Define CX vision, principles, and measurable objectives for all customer segments. • Champion a customer-centric culture across all functions. • Map and continuously refine end-to-end customer journeys (from awareness to renewal/loyalty). • Identify and prioritize pain points and moments of truth and drive cross-functional improvements. • Ensure consistent, seamless experiences across digital, physical, and service channels. • Design and manage all Customer programming. • Consolidate feedback from surveys, support, sales, and digital analytics into actionable insights. • Present insights and recommendations regularly to senior leadership. • Define CX KPIs and dashboards (e.g., churn, complaint rates, resolution time). • Track CX performance across touchpoints and regions; drive corrective actions. • Perform root-cause analyses and prioritize improvement initiatives based on business impact. • Streamline day-to-day operational procedures—such as complex billing, account onboarding, and ticket resolution—to directly improve the client experience. • Partner with Sales, Marketing, Service, Product, and Operations to embed CX into processes and offerings. • Lead or co-lead cross-functional CX initiatives (e.g., onboarding, issue resolution, digital self-service). • Facilitate workshops and training to promote customer-centric behaviors. • Use customer journey mapping, service design, and process improvement methods (e.g., Lean, Design Thinking). • Co-create solutions with customers and internal stakeholders. • Ensure processes are documented, scalable, and continuously improved. • Build and lead a high-performing CX team (e.g., CX managers, analysts, UX researchers). • Set clear objectives, roles, and development plans. • Foster a culture of innovation, experimentation, and learning. • Collaborate with Digital/IT on customer-facing platforms (Salesforce, web, portal, apps, CRM, service tools). • Ensure customer experience requirements are embedded into digital roadmaps. • Promote the use of analytics, segmentation, and personalization to improve experience.