Technical Support Engineer 2

Primary Function of the 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.

Essential Job Duties

• Provide 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 system error log reviews providing a summary of findings and recommendations to field service.
• Review auto-generated cases and dispatch work orders as required through CRM.
• Author and review articles in the Knowledge Base per assigned goal.

• Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary.
• Drive key metrics to support corporate/departmental goals.
• Facilitate the escalation of technical requests from field engineers.

• Responsible for creating dispatching and tracking work orders in the CRM business system.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule including holidays.
• Ad-hoc projects as assigned by management.

**Working hours will be from 6AM - 3PM PST**

Qualifications :

Required Skills and Experience

• Effective analytical troubleshooting and problem-solving skills required.
• Familiarity of Operating Room protocols anatomic terminology and knowledge of medical device products is a plus. 
• Candidate must have excellent oral written communication skills as well as customer service skills.
• Working knowledge of computers and standard software applications preferably with Salesforce and Microsoft office.
• Experience providing Tier 1 Customer level support

Required Education and Training

• Associates Degree/certification in electronics mechanical electrical or biomedical engineering and/or two years of related job experience.
• Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support call center operations or a similar technical positionpreferably within the medical device or healthcare technology.

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 COVID-19.  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

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. 

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

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.

We provide market-competitive 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 base compensation ranges are listed.

Remote Work :

Yes

Employment Type :

Full-time