Primary Function of Position:
Front 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 within CRM database. Understand processes and make 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 complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
- Perform remote error log reviews providing a summary of findings and recommendations to field service.
- Review auto-generated Service Cases and dispatch Field Service Work Orders as required, through CRM (SalesForce360).
- Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
- Drive resolution of all 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 SAP/CRM business system.
- Assist with the onboarding process and mentorship of new TSEs.
- Ensure processes are in place 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 Intuitive medical devices.
- Ad-hoc projects as assigned by management.
Required Knowledge, Skills, and Experience:
- A degree in electronics or mechanical engineering and/or 2 years related 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