Technical Support Engineer
4 days ago
Primary Function of 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.
Roles and Responsibilities:
- Provide both 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 Remote FE/Error log reviews providing a summary of findings and recommendations to field service.
- Review Remote FE auto-generated Service Requests and dispatch Field Service Orders as required, through SAP/CRM.
- Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
- Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary.
- Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
- Review procedures and other documentation and provide feedback as required.
- Drive key metrics to support corporate/departmental goals.
- Facilitate technical requests from field engineers.
- Responsible for creating, dispatching, and tracking service requests in the SAP/CRM business system.
- Assist with the on boarding process and mentorship of new TSEs/TSAs.
- Ensure processes are in place and are being followed, in accordance with FDA regulations.
- Have a flexible work schedule, including holidays and on-call duties.
- Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of Intuitive medical devices.
- Ad-hoc projects as assigned by management.
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