Technical Support Engineer

18 hours ago


København, Denmark Intuitive Full time
Job Description

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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