Technical Support Engineer 2

Intuitive•Dallas, TX

About The Position

The Technical Support Engineer provides front-line phone support to customers, field engineers, and sales professionals. The role involves professionally answering incoming calls, understanding customer needs and environments, resolving Tier 1 customer issues, and accurately documenting complaints in the CRM database. The engineer learns company policies, processes, procedures, and best practices, and recommends improvements to team efficiency and customer support. The position provides intraoperative and non-intraoperative technical phone support and uses remote diagnostics to analyze and troubleshoot complex robotic problems. It may also involve some on-site or in-house service support. The engineer reviews system error logs, summarizes findings and recommendations for field service, reviews auto-generated cases, and creates, dispatches, and tracks work orders through the CRM system. The role drives product-performance issues toward resolution or escalation, supports departmental and corporate metrics, facilitates technical-request escalations from field engineers, authors and reviews Knowledge Base articles, and ensures processes comply with FDA requirements. A flexible schedule, including holidays, and ad hoc projects assigned by management are part of the role.

Requirements

Effective analytical, troubleshooting, and problem-solving skills.
Excellent oral and written communication skills and customer service skills.
Working knowledge of computers and standard software applications.
Experience providing Tier 1 customer-level support.
Associate's degree or certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience.
At least 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.

Nice To Haves

Familiarity with operating room protocols and anatomic terminology.
Knowledge of medical device products.
Experience within the medical device or healthcare technology industry.
Working knowledge of Salesforce and Microsoft Office.

Responsibilities

Provide intraoperative and non-intraoperative technical phone support to customers and field personnel, including Sales, Service, and Marketing.
Answer incoming calls, understand customer needs and environments, resolve Tier 1 customer issues, and document complaints in the CRM database.
Learn and apply company policies, processes, procedures, and best practices.
Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
Provide on-site or in-house service support as required.
Review system error logs and provide field service with summaries of findings and recommendations.
Review auto-generated cases and dispatch work orders as required through the CRM.
Create, dispatch, and track work orders in the CRM business system.
Author and review Knowledge Base articles according to assigned goals.
Drive resolution of product-performance issues until an acceptable solution is implemented or escalation is determined necessary.
Drive key metrics in support of corporate and departmental goals.
Facilitate escalation of technical requests from field engineers.
Ensure processes are in place in accordance with FDA compliance.
Recommend process improvements to support team efficiency and customer satisfaction.
Work a flexible schedule, including holidays, and complete ad hoc projects assigned by management.