Technical Support Engineer

Position: Technical Support Engineer 2

• Ways of Working:
  Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.
• Employee Type:
  Employee
• Min. Salary Region 1: 49 USD
• Global Job Level (HCM):
  Professional 2 (7)
• Min. Salary Region 2: 44 USD

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive
. As a global leader in robotic-assisted surgery and minimally invasive care
, our technologies like the da Vinci surgical system and Ion have transformed how care is delivered for millions of patients worldwide.

We're a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful - because every improvement we make has the potential to change a life.

If you're ready to contribute to something bigger than yourself and help transform the future of healthcare
, you'll find your purpose here.

Job Description

Primary Function of the 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.

• 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.

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.

Required Education and Training

• Associate's 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 position—preferably within…