Technical Support Engineer Jobs

About The Position

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.