Support Engineer

• 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

Technical Support Engineer

Customer and Technical Support Consultant – Bilingual

Customer and Technical Support Consultant – Chemistry

ADAS Customer Support Technician

Technical Support Associate

Lead Decision Support Analyst