Job Level
JuniorMid-Level
About the role
- 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.
- Provide both intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
- Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
- Perform RemoteFE/Error 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, 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.
- 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.
Requirements
- AA degree in electronics or mechanical engineering and/or 2 years related job experience.
- Must have been a Field Engineer 3 for at least 2 years’ experience working in Technical Support in a call center, 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.
- Fluent in Danish and English, other European language is a plus.
- Ability to act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany after appropriate training, as per legal requirement.