Intuitive Surgical Careers
Technical Support Engineer II
Primary Location: United States-Florida-Jacksonville
Requisition ID: 190088
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:
Qualifications• 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.
• 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.