Robotics Tech Support Engineer II

Intuitive; Town of Texas (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. We seek a frontline support professional to help customers, field engineers, and sales staff. You will diagnose Tier 1 issues, document findings, and work with cross-functional teams to improve service quality.

The role emphasizes knowledge of OR protocols, planning for deployments, and adherence to FDA compliance. A service-oriented mindset and strong communication are essential.

Qualifications

• Associate degree/certification in electronics, mechanical, electrical, or biomedical engineering.
• Minimum one year in a Service Engineer role or two years in technical support.
• Experience with Salesforce and standard office software.

Responsibilities

• Provide frontline phone support for Customers, Field Engineers, and Sales Professionals.
• Resolve Tier 1 customer issues and document in CRM.
• Troubleshoot robotic systems and on-site service may be required.
• Review and dispatch work orders in the CRM system; maintain knowledge base.
• Ensure compliance with FDA-related processes; support escalation as needed.

Skills

Analytical skills

Troubleshooting

Operating Room protocols knowledge

Communication skills

CRM systems (Salesforce) & MS Office

Tier 1 support experience

Education

Associate degree/certification in electronics, mechanical, electrical, or biomedical engineering

1 year in Service Engineer role or 2 years in technical support

Job description

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. We seek a frontline support professional to help customers, field engineers, and sales staff. You will diagnose Tier 1 issues, document findings, and work with cross-functional teams to improve service quality.

The role emphasizes knowledge of OR protocols, planning for deployments, and adherence to FDA compliance. A service-oriented mindset and strong communication are essential.