Technical Support Engineer 2 - 2nd Shift

Intuitive; Sunnyvale (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Intuitive in Sunnyvale seeks a frontline phone support specialist to serve Customers, Field Engineers and Sales professionals, understanding their needs and documenting issues in CRM for resolution and efficiency improvement.

You will analyze robotic problems via remote diagnostics, with possible on-site support, review logs, and dispatch work orders. A flexible schedule including holidays is required, with involvement in FDA compliance.

Qualifications

• Front line phone support for Customers, Field Engineers, and Sales Professionals.
• Document reported complaints within CRM accurately.
• Understand processes and make recommendations to improve team efficiency.

Responsibilities

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
• Become knowledgeable on policies, processes and procedures as well as 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, summarizing 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 as assigned.
• Drive resolution of all product performance issues until acceptance; escalate when necessary.
• Drive key metrics to support corporate/departmental goals.
• Facilitate escalation of technical requests from field engineers.
• Create, dispatch, and track work orders in CRM; ensure FDA compliance.
• Maintain flexible work schedule, including holidays.
• Handle Ad-hoc projects as assigned by management.

Skills

Customer support

Communication

Problem solving

Team collaboration

Tools

CRM systems

Remote diagnostics

Knowledge Base

Job description

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.

Essential Job Duties

• 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.