Company Description
At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.
Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest
Job Description
Primary Function of Position:
Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. All customer complaints are either resolved over the phone or properly dispatched to Field Service for resolution, all complaint information must be accurately recorded. The TSE is the primary escalation point for all system related issues and responsible for further escalation if required.
Roles and Responsibilities:
- Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
- Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products.
- Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. Some on-site or in-house service support may be required.
- Records requests for service and actions taken using both computerized and manual documentation systems in order to provide historical service records, identify trends, make recommendations and forward product complaints.
- Create articles in Knowledge Management System.
- Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call.
- Drive key matrices to support corporate/departmental goals.
- Facilitate technical requests from field engineers and distributors.
- Responsible for entering, processing, and tracking of all cases loaded onto CRM.
- Ensure compliance by following processes in accordance with ISI regulatory instructions.
- Be able to have a flexible work schedule, including 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.
- Travel for field support or training (up to 30%).
- Position is home-based and requires dedicated workspace.
Qualifications
Required Knowledge, Skills, and Experience:
- Degree in electronics or mechanical engineering and/or 5 years related job experience.
- Minimum of 5 years field service experience specific to ISI products or complex medical systems; and a recorded history of outstanding performance in this area.
- Applicants must be prepared to travel extensively for a training period of 9 to 12 months.
- Experience working in call center support is preferred, especially in the medical device industry.
- Effective analytical, troubleshooting, and problem-solving skills required.
- Familiarity of Operating Room. Protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
- Candidate must have excellent oral, written communication skills, as well as people skills.
- Working knowledge of computers and standard software applications, preferably with SAP and Microsoft office.
- Fluent in local language and English, other European language is a plus.
Additional Information
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.
Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).
For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.
This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.
