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 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 error log reviews providing a summary of findings and recommendations to field service.
• Review auto-generated Service Cases and dispatch Field Service Work Orders as required through CRM (SalesForce360).
• 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.
• 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:

• A degree in electronics or mechanical engineering and/or 2 years related job experience.
• Must have been a Field Engineer or 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 Finnish 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.

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidates experience knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidates qualifications consistent with applicable law.

Remote Work :

No

Employment Type :

Full-time