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Technical Support Engineer
@Intuitive
[Hiring] Technical Support Engineer @Intuitive
Mar 20, 2025 - Intuitive is hiring a remote Technical Support Engineer. 💸 Salary: unspecified. 📍Location: Europe.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Primary Function of Position:
- Front line phone support for Customers, Field Engineers, and Sales Professionals.
- Professionally answer incoming calls, understand the customer’s 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 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 Remote FE/Error log reviews providing a summary of findings and recommendations to field service.
- Review Remote FE auto-generated 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 onboarding 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 on-call 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.
- Ad-hoc projects as assigned by management.
Qualifications
- A 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 problem-solving 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 French 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.
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| 📍 | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Europe
|
|
Job Type
full-time
|
Posted
Mar 20, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
