Technical Support Specialist
Signal Messenger
AndroidiOSLinux
Technical Support Engineer
Intuitive
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $36 - $54 per hour
Job Level
Junior
About the role
- Provide non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
- Professionally answer incoming calls, understand customer needs and environment to resolve Tier 1 customer issues
- Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone
- Accurately document reported complaints within CRM database and create/dispatch/track service requests in SAP/CRM
- Review RemoteFE logs and auto-generated Service Requests, dispatch Field Service Orders as required
- Author and review articles in the da Vinci Knowledge Base per assigned goal
- Drive resolution of product performance issues and facilitate escalation of technical requests from field engineers
- Ensure processes are in place in accordance with FDA compliance
- Perform some on-site or in-house service support as required and complete ad-hoc projects assigned by management
Requirements
- AA degree in electronics or mechanical, electrical, or biomedical engineering and/or two years of related job experience
- Must be a Field Engineer I or above for at least one year or two years of experience working in call center support, preferably in the medical device industry
- Familiarity of Operating Room protocols, anatomic terminology and knowledge of Endoscopic vision equipment a plus
- Excellent oral and written communication skills
- Working knowledge of computers and standard software applications, preferably with SAP and Microsoft Office
- Ability to analyze and troubleshoot complex robotic problems using remote diagnostics
- Ability to document reported complaints accurately within CRM database
- May be required to provide proof of vaccination against certain diseases including COVID-19 (role-dependent)
Benefits
- Employees can work remotely
- Flexible work schedule, including holidays
- Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity
- Professional development and long-term growth investment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingremote diagnosticstechnical supportproblem analysisdocumentationservice request managementrobotic systemselectrical engineeringmechanical engineeringbiomedical engineering
Soft skills
communicationcustomer serviceproblem-solvingteam collaborationattention to detailorganizational skillsescalation managementprofessionalismadaptabilitytime management
Certifications
AA degree in electronicsAA degree in mechanical engineeringAA degree in electrical engineeringAA degree in biomedical engineering
