United States onlyWe're a global leader in robotic-assisted surgery and minimally invasive care, and we're looking for a Technical Support Engineer 2 to provide front-line phone support to customers and field personnel.
Requirements
- Provide technical phone support to customers and field personnel
- 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
- Perform system error log reviews providing a summary of findings and recommendations to field service
- Review auto-generated Service Requests and dispatch Field Service Orders as required through CRM
- Author and review articles in the Knowledge Base per assigned goal
- Drive resolution of all product performance issues until 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
- Drive key metrics to support corporate/departmental goals
- Facilitate technical or product/platform information requests from field engineers
- Responsible for creating, dispatching, and tracking Cases in the CRM business system
- Ensure processes are in place in accordance with FDA compliance
- Have a flexible work schedule, including holidays and Standby duties
- Ad-hoc projects as assigned by management
Benefits
- Medical, dental, and vision insurance
- 401(k) or other retirement plan
- Paid time off
- Life insurance
- Disability insurance
- Flexible work schedule
- Ad-hoc projects as assigned by management
GB and US only