Remote Tech Support Engineer II – Medical Devices

Intuitive; Dallas (TX); Remote; USD 61,000 - 68,000; Full time

Job summary

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. This remote customer-support role involves frontline inbound calls, understanding customer environments, and documenting issues in CRM to resolve Tier 1 problems.

You will analyze and troubleshoot robotic devices, provide guidance, and coordinate with field engineers and sales teams. The position emphasizes adherence to FDA compliance, rapid problem-solving, and coordinating with cross-functional teams.

Qualifications

• Strong analytical and troubleshooting abilities.
• familiarity with operating room protocols and medical device knowledge is a plus.
• Excellent oral and written communication skills are essential.
• Experience with CRM and common office software is preferred.

Responsibilities

• Provide front-line phone support for Customers, Field Engineers, and Sales Professionals.
• Document reported complaints in the CRM and assist with process improvements.
• Troubleshoot robotic systems remotely; on-site support may be required.
• Review system logs and dispatch work orders as needed.
• Ensure FDA compliance in processes and escalations as required.

Skills

Analytical skills

OR protocols

Communication

Salesforce

Microsoft Office

Education

Associate degree in electronics/ mechanical/ electrical/ biomedical engineering

Tools

Salesforce

Microsoft Office

Job description

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. This remote customer-support role involves frontline inbound calls, understanding customer environments, and documenting issues in CRM to resolve Tier 1 problems.

You will analyze and troubleshoot robotic devices, provide guidance, and coordinate with field engineers and sales teams. The position emphasizes adherence to FDA compliance, rapid problem-solving, and coordinating with cross-functional teams.