Technical Support Engineer 2
Intuitive
full-time
Posted on:
Location Type: Remote
Location: Dallas • Texas • United States
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Salary
💰 $49,000 - $66,000 per year
About the role
- Provide 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 system error log reviews, providing a summary of findings and recommendations to field service.
- Review auto-generated cases and dispatch work orders as required through CRM.
- Author and review articles in the Knowledge Base per assigned goal.
- Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary.
- Drive key metrics to support corporate/departmental goals.
- Facilitate the escalation of technical requests from field engineers.
- Responsible for creating, dispatching, and tracking work orders in the CRM business system.
- Ensure processes are in place in accordance with FDA compliance.
- Have a flexible work schedule, including holidays.
- Ad-hoc projects as assigned by management.
Requirements
- Effective analytical, troubleshooting and problem-solving skills required.
- Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus.
- Candidate must have excellent oral, written communication skills, as well as customer service skills.
- Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft office
- Experience providing Tier 1 Customer level support
- Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience.
- Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position—preferably within the medical device or healthcare technology
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Flexible work schedule
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingremote diagnosticssystem error log reviewwork order dispatchingtechnical supportproblem-solvinganalytical skillscustomer service
Soft Skills
communication skillsflexibilityteam collaboration
Certifications
Associate's Degree in electronicsAssociate's Degree in mechanical engineeringAssociate's Degree in electrical engineeringAssociate's Degree in biomedical engineering