Technical Support Engineer 2

Intuitive•Dallas, TX

About The Position

This role serves as the primary point of contact for technical support, handling inquiries from customers, field engineers, and sales professionals. The main function is to provide front-line phone support, professionally addressing incoming calls, understanding customer needs and their environment to resolve Tier 1 issues. The position requires accurate documentation of reported complaints in the CRM database and making recommendations to improve team efficiency and customer satisfaction. Some on-site or in-house service support may also be required.

Requirements

Effective analytical, troubleshooting and problem-solving skills required.
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.

Nice To Haves

Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus.

Responsibilities

Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
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.
Ad-hoc projects as assigned by management.