Product Technical Support Engineer 3 - 2nd Shift
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Anaheim, CA, US
Company:
At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care.
Summary:
The applicant will provide technical support for customers and troubleshoot complex robotic issues. Required skills include troubleshooting abilities and experience in technical support or engineering roles.
Requirements:
Technology: SAP, Salesforce, Microsoft Office
Hard Skills: analytical skills, troubleshooting skills, problem-solving skills, knowledge of Operating Room protocols, knowledge of Endoscopic vision equipment
Credentials: AA degree in electronics or mechanical engineering, two years related job experience
Experience: Field Engineer III or above for at least two years, three years of experience working in Technical Support in a call center, preferably in the medical device industry
Job Description:
Product Technical Support Engineer 3 - 2nd Shift
- Second Shift Hours: 2pm-11pm
- Front line phone support for Customers, Field Engineers, and Sales Professionals.
- Ensures customer satisfaction by understanding the customer’s needs and their environment to resolve Tier 1 customer issues.
- Accurately document reported complaints within CRM database.
- 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 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.
- Available to provide onsite support for any escalated technical issues.
- 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 onboarding process and mentorship of new TSEs/TSAs.
- Ensure processes are in place in accordance with FDA regulations.
- Have a flexible work schedule, including holidays and on-call duties.
- Ad-hoc projects as assigned by management.
