Technical Support Engineer

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job 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 RemoteFE/Error log reviews providing a summary of findings and recommendations to field service.
• Review RemoteFE 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 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 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

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 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 Dutch 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.

Shift: Day

Travel: None