Onsite Bilingual Tech Support – Medical Devices

Intuitive; Mexicali; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Intuitive, a global leader in robotic-assisted surgery and minimally invasive care, seeks a Technical Support Associate 2 for its Mexicali operations. This onsite, full-time role provides frontline phone support for daVinci systems, handling low-complexity inquiries, documenting in CRM, and triaging issues to the appropriate teams.

You will engage in system log reviews, maintain case records, and collaborate with engineers.

Formación

• Experience in a regulated call center or technical support environment.
• Familiarity with medical device quality systems and documentation practices.
• Experience working within defined escalation-based support models.
• Fluent in Spanish and English.
• Excellent oral and written communication and customer service skills.
• Working knowledge of computers and standard software applications.

Responsabilidades

• Handle inbound Field Service and non-intraoperative technical support calls.
• Resolve issues using documented knowledge base articles and defined resolution workflows.
• Accurately document troubleshooting and resolutions from Field Service interactions within CRM.
• Perform daVinci system log reviews using established criteria, escalating per defined escalation guidelines as needed.
• Create, update, and manage cases within the CRM system in accordance with approved processes.
• Escalate unclear or outside of assigned responsibilities to a Technical Support Engineer.
• Collaborate with Technical Support Engineers to review knowledge base workflows and playbooks for accuracy and clarity.
• Meet established quality, accuracy, and throughput expectations.
• Have a flexible work schedule.
• Ad-hoc projects as assigned by management.

Conocimientos

Fluent in Spanish and English

Regulated call center experience

Salesforce proficiency

Educación

Associate degree or technical certificate

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

Intuitive, a global leader in robotic-assisted surgery and minimally invasive care, seeks a Technical Support Associate 2 for its Mexicali operations. This onsite, full-time role provides frontline phone support for daVinci systems, handling low-complexity inquiries, documenting in CRM, and triaging issues to the appropriate teams.

You will engage in system log reviews, maintain case records, and collaborate with engineers.