REF17553F Technical Support Engineer

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 both intraoperative and nonintraoperative 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 onsite or inhouse service support may be required.
• Perform Remote FE/Error log reviews providing a summary of findings and recommendations to field service.
• Review Remote FE autogenerated Service Requests and dispatch Field Service Orders as required through SAP/CRM.
• 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 on boarding process and mentorship of new TSEs/TSAs.
• Ensure processes are in place and are being followed in accordance with FDA regulations.
• Have a flexible work schedule including holidays and oncall 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.
• Adhoc projects as assigned by management.

Qualifications :

Required Knowledge Skills and Experience:

• AA degree in electronics or mechanical engineering and/or 2 years related job experience.
• Must have been a Field Engineer 3 for at least 2 years experience working in Technical Support in a call center 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 Danish Swedish and English other European language is a plus.

Additional Information :

Intuitive is an Equal Employment Opportunity Employer. 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.

Remote Work :

No

Employment Type :

Fulltime