Product Technical Support Engineer 3 - 2nd Shift

Second Shift Hours: 2pm11pm

Primary Function of the Position

Front line phone support for Customers Field Engineers and Sales Professionals. Ensures customer satisfaction by understanding 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.

Essential Job Duties

• 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 system error log reviews providing a summary of findings and recommendations to field service.
• Review autogenerated Service Requests and dispatch Field Service Orders as required through 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 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.
• Adhoc projects as assigned by management.

Qualifications :

Required Skills and Experience

• 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 Salesforce and Microsoft office.

Required Education and Training

• AA degree in electronics or mechanical engineering and/or two years related job experience.
• Must be a Field Engineer III or above for at least two years or three years of experience working in Technical Support in a call center preferably in the medical device industry.

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide marketcompetitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target salary ranges are listed.

Remote Work :

Yes

Employment Type :

Fulltime