Technical Support Engineer
Technical Support Engineer
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Job Description
Primary Function of Position:
Front line phone support for Customers Field Engineers and Sales Professionals. Professionally answer incoming calls understand the customers 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.
Roles and Responsibilities:
- Provide comprehensive technical phone support to customers field engineers and sales professionals for both intraoperative and nonintraoperative issues.
- Analyze and troubleshoot complex robotic problems using remote diagnostics and perform remote error log reviews.
- Create review and publish articles in the knowledge base to improve overall team efficiency.
- Drive resolution of product performance issues and escalate when necessary.
- Manage service requests including creation dispatching and tracking.
- Assist with onboarding and mentorship of new team members.
- Ensure compliance with FDA regulations and contribute to process improvements.
- Support key metrics aligned with corporate and departmental goals.
- Provide onsite support for escalated technical issues as needed.
- Undertake additional projects as assigned by management.
Qualifications :
Required Knowledge Skills and Experience:
- A degree in electronics or mechanical engineering and/or 2 years related job experience.
- Must have been a Field Engineer for at least 2 years preferably in the medical device industry.
- Effective analytical troubleshooting and problemsolving 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 German and English other European language is a plus.
Additional Information :
Intuitive ist ein Arbeitgeber der gleiche und gerechte Beschftigungsmglichkeiten bietet. Wir bieten allen qualifizierten Bewerbern und Mitarbeitern gleiche Beschftigungsmglichkeiten unabhngig von ethnischer Herkunft Geschlecht Schwangerschaft sexueller Orientierung Geschlechtsidentitt nationaler Herkunft Hautfarbe Alter Religion geschtztem Veteranenstatus Behindertenstatus genetischen Informationen oder einem anderen Status der nach den geltenden Gesetzen auf Bundes Landes oder lokaler Ebene geschtzt ist und verbieten jegliche Form von Diskriminierung und Belstigung.
Gem den Fair ChanceGesetzen bercksichtigen wir qualifizierte Bewerber die verhaftet wurden oder Vorstrafen haben fr offene Stellen.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
