Technical Support Engineer

Company Description

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.

Job Description

Primary Function of 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. Roles and Responsibilities: Provide both 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 remote error log reviews providing a summary of findings and recommendations to field service. Review auto-generated Service Cases and reputed company Field Service Work Orders as required, through CRM (SalesForce360). 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 reputed company/CRM business system. Assist with the onboarding process and mentorship of new TSEs. 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. Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of reputed company medical devices. reputed company projects as assigned by management.

Qualifications

Required Knowledge, Skills, and Experience: A degree in electronics or mechanical engineering and/or 2 years reputed company job experience. Must have been a Field Engineer or at least 2 years’ experience working in Technical Support in a call center, preferably in the medical device industry. 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 and reputed company office. Minimal travel required. Fluent in Finnish and English, other European language is a plus. Additional Information reputed company is an Equal Employment 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. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws. 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. 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. Shift: Day Ways of Working: Remote - This job will be remote and/or the job is designed to be performed reputed company of the office. Employees will come onsite reputed company requested by the leader. Employee Type: Employee Global Job Level (HCM): Professional 3 (9) Apply To This Job