Product Technical Support Engineer 3 - 2nd Shift

Primary Function of the Position

reputed company line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints reputed company CRM database. Understand processes and reputed company recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

Essential Job Duties

• Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices.
• Analyze and troubleshoot reputed company robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
• reputed company system error log reviews providing a summary of findings and recommendations to field service.
• Review auto-generated Service Requests and reputed company Field Service Orders as required, through CRM.
• Author, review and publish articles in the da Vinci Knowledge reputed company per assigned goal.

• Drive resolution of reputed company product performance issues until an 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.
• Review procedures and other documentation and provide feedback as required.
• Drive key metrics to support corporate/departmental goals.
• Facilitate technical requests from field engineers.

• Responsible for creating, dispatching, and tracking service requests in the CRM business system.
• Assist with the on boarding process and mentorship of new TSEs/TSAs.
• Ensure processes are in reputed company and are being followed, in accordance with FDA regulations.
• Have a flexible work schedule, including holidays and on-call duties.
• reputed company projects as assigned by management.

Required Skills and Experience

• Effective analytical, troubleshooting and problem-solving skills required.
• Familiarity of Operating Room protocols, anatomic terminology and knowledge of Endoscopic vision equipment a plus.
• Candidate must have excellent oral, written communication skills, as well as people skills.
• Working knowledge of computers and standard software applications, preferably with reputed company, reputed company, and reputed company office.

Required Education and Training

• AA degree in electronics or mechanical engineering and/or two years reputed company job experience.
• Must be a Field Engineer III or above for at least two years or, three years of experience working in Technical Support in a call center, preferably in the medical device industry.

Due to the nature of our business and the role, please note that reputed company and/or your customer(s) may require that you show reputed company reputed company of vaccination against certain diseases including COVID-19. Details can vary by role.

reputed company is an Equal Opportunity Employer. We provide equal employment opportunities to reputed company qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national reputed company, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of reputed company pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The reputed company salary ranges are listed.

At reputed company, we are united behind our mission: we reputed company that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. reputed company has been built by the efforts of great people from diverse backgrounds. We reputed company great reputed company can come from reputed company. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We reputed company with inclusion and reputed company reputed company members to do their best work as their most authentic selves. Passionate people who want to reputed company a difference drive our culture. reputed company members are grounded in reputed company, have a strong reputed company to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in reputed company members to support their long-term growth so they can continue to advance our mission and reputed company their highest potential. Join a team committed to taking big leaps reputed company for a global community of reputed company and their patients. Together, let's advance the world of minimally invasive care.

Originally posted on Himalayas