Technical Support Engineer

Intuitive

4d • Onsite

About The Position

Primary Function of Position: Front line phone support for Customers, Field Engineers, and Sales Professionals. Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

Requirements

• A degree in electronics or mechanical engineering and/or 2 years related job experience.
• Must have been a Field Engineer or at least 2 years’ experience working in Technical Support in a call center, preferably in the medical device industry.
• Effective analytical, troubleshooting, and problem-solving skills required.
• Familiarity of Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Candidate must have excellent oral, written communication skills, as well as people skills.
• Working knowledge of computers and standard software applications, preferably with SAP and Microsoft office.
• Minimal travel required.
• Fluent in Finnish and English, other European language is a plus.

Nice To Haves

• Familiarity of Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• other European language is a plus.

Responsibilities

• Provide both 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 remote error log reviews providing a summary of findings and recommendations to field service.
• Review auto-generated Service Cases and dispatch Field Service Work Orders as required, through CRM (SalesForce360).
• Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
• Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary.
• Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
• Review procedures and other documentation and provide feedback as required.
• Drive key metrics to support corporate/departmental goals.
• Facilitate technical requests from field engineers.
• Responsible for creating, dispatching, and tracking service requests in the SAP/CRM business system.
• Assist with the onboarding process and mentorship of new TSEs.
• Ensure processes are in place and are being followed, in accordance with FDA regulations.
• Have a flexible work schedule, including holidays and on-call duties.
• Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of Intuitive medical devices.
• Ad-hoc projects as assigned by management.

Benefits

• We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
• We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level