Technical Support Engineer II - Remote Diagnostics

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

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.