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About the role
Key responsibilities & impact- Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome.
- 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.
- Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records.
- Create articles in Knowledge Management System.
- Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call.
- Facilitate technical requests from field engineers and distributors.
Requirements
What you’ll need- 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.
- Experience working in call center support is preferred, especially in the medical device industry.
- Effective analytical, troubleshooting, and problem-solving skills required.
- Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
- 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.
Benefits
Comp & perks- Employees can work remotely
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingremote diagnosticstechnical supportfield service experienceanatomic terminologyEndoscopic vision equipmentcall center supportcustomer satisfactiondocumentation systemsknowledge management
Soft Skills
analytical skillsproblem-solving skillscommunication skillspeople skills
Certifications
degree in electronicsdegree in mechanical engineering