[Remote] Technical Support Engineer 2

Note: The job is a remote job and is open to candidates in USA. Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. The Technical Support Engineer 2 will provide front-line phone support for customers and field personnel, resolving technical issues and ensuring customer satisfaction.

Responsibilities

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc
• Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices
• Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone
• Some on-site or in-house service support may be required
• Perform system error log reviews, providing a summary of findings and recommendations to field service
• Review auto-generated cases and dispatch work orders as required through CRM
• Author and review articles in the Knowledge Base per assigned goal
• Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary
• Drive key metrics to support corporate/departmental goals
• Facilitate the escalation of technical requests from field engineers
• Responsible for creating, dispatching, and tracking work orders in the CRM business system
• Ensure processes are in place in accordance with FDA compliance
• Have a flexible work schedule, including holidays
• Ad-hoc projects as assigned by management

Skills

• Effective analytical, troubleshooting and problem-solving skills required
• Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus
• Candidate must have excellent oral, written communication skills, as well as customer service skills
• Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft office
• Experience providing Tier 1 Customer level support
• Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience
• Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position—preferably within the medical device or healthcare technology

Company Overview

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