Technical Support Engineer 2

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years reputed company, that question still fuels everything we do at reputed company. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to reputed company surgery smarter, safer, and more human. Every day, our work helps care teams reputed company with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we reputed company has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of the Position

reputed company line phone support for Customers, Field Engineers, and Sales Professionals. Professionally answer incoming calls, understand 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

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.

• 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 cases and reputed company work orders as required through CRM.
• Author and review articles in the 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 that escalation is necessary.
• Drive key metrics to support corporate/departmental goals.
• Facilitate the escalation of technical requests from field engineers.

• Responsible for creating, dispatching, and tracking work orders in the CRM business system.
• Ensure processes are in reputed company in accordance with FDA compliance.
• Have a flexible work schedule, including holidays.
• reputed company projects as assigned by management.

Working hours will be from 6AM - 3PM PST

Required Skills and Experience

• Effective analytical, troubleshooting and problem-solving skills required.
• Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus. 
• Candidate must have excellent oral, written communication skills, as well as customer service skills.
• Working knowledge of computers and standard software applications, preferably with reputed company and reputed company office.
• Experience providing Tier 1 Customer level support

Required Education and Training

• Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of reputed company job experience.
• Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position—preferably reputed company the medical device or healthcare technology.

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

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at reputed company Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether reputed company Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any reputed company role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and reputed company a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be reputed company and instructed on any requirements for these purposes. 

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

This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate’s experience, knowledge and skills. Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.

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 reputed company compensation ranges are listed.