Intuitive Surgical Careers

Technical Support Engineer II

Jacksonville, Florida
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-Florida-Jacksonville
Schedule: Full-time
Requisition ID: 190087


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

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 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 RemoteFE log reviews providing a summary of findings and recommendations to field service.
• Review RemoteFE auto-generated Service Requests and dispatch Field Service Orders as required through SAP/CRM.
• Author and review articles in the da Vinci Knowledge Base per assigned goal.
• 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.
• Responsible for creating, dispatching and tracking service requests in the SAP/CRM business system.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule, including holidays and on-call duties.
• Ad-hoc projects as assigned by management.


Skill/Job Requirements: 

• AA degree in electronics or mechanical engineering and/or 2 years related job experience.
• Must be a Field Engineer II for at least 6 months. 1 ½ years’ experience working in call center support, preferably 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.
• Minimal travel required.

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.