Remote Technical Support Engineer II - Medical Devices

Intuitive Surgical, Inc.; Dallas (TX); Remote; USD 61,000 - 91,000; Full time

Job summary

Intuitive Surgical, Inc. is seeking a Front Line Phone Support professional to assist Customers, Field Engineers, and Sales Professionals. You will listen to customer needs, document issues in CRM, and provide Tier 1 resolution while ensuring FDA-compliant processes.

You will troubleshoot robotic systems remotely, with occasional on-site support, and collaborate with cross-functional teams to improve response times and customer satisfaction in a flexible, remote-friendly environment.

Qualifications

• 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

Responsibilities

• 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.

Skills

Analytical

Troubleshooting

Problem-solving

Oral communication

Written communication

Customer service

Salesforce experience

Microsoft Office

Tier 1 support

Education

Associate's Degree in electronics

Two years related job experience

Tools

Salesforce

Microsoft Office

Job description

Intuitive Surgical, Inc. is seeking a Front Line Phone Support professional to assist Customers, Field Engineers, and Sales Professionals. You will listen to customer needs, document issues in CRM, and provide Tier 1 resolution while ensuring FDA-compliant processes.

You will troubleshoot robotic systems remotely, with occasional on-site support, and collaborate with cross-functional teams to improve response times and customer satisfaction in a flexible, remote-friendly environment.