Gergely Morten S.

Customer Support Expert @Zeiss Microscopy

I am responsible for technical and application support for end customers, field service technicians, and sales staff in the EMEA region. I work with a ticketing system (CRM) and provide support via hotline, email, phone, and remote access for complex issues related to high-end imaging systems. I analyze the causes of errors, develop and document solutions, coordinate these with internal and external product specialists, and create goal- and cost-oriented action plans.In my role, I manage, among other things, the following light microscopy systems:* Confocal microscopes (LSM 7xx, LSM 8xx, and LSM 9xx)* Single NLO systems (with Coherent and Spectra Physics lasers)* Superresolution microscopy (Elyra PS.1 & Elyra 7)* Tripods (Axio Observer, Axio Imager, and Axio Examiner)* Stereo microscopes (Stemi, SteREO Discovery)* Zoom microscopes (Axio Zoom.V16)* Digital microscopes (Smartzoom 5)I also maintain customer and device data in CRM and iBase, document all processes in a traceable manner, and ensure constructive communication – even in the event of conflicts of interest between customers and the company.I also identify systemic vulnerabilities, forward them to 2nd-level support, and regularly attend training courses on software and hardware solutions as well as customer support.