Technical Support Engineer 2 - 2nd Shift

Intuitive•Sunnyvale, CA

3d•$44 - $66•Remote

About The Position

This role serves as the primary point of contact for customers, field engineers, and sales professionals, providing front-line phone support. The position involves professionally handling incoming calls, understanding customer needs and their environment to resolve Tier 1 customer issues, and accurately documenting reported complaints in the CRM database. The role also requires understanding processes and making recommendations to improve overall team efficiency and deliver superior customer support and satisfaction.

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.
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.