Ion Technical Support Engineer 2

At Intuitive, we are united behind our mission: we believe 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.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity 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 our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Primary Function of the Position

Front 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 within CRM database. Understand processes and make 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 complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
• 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, 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 CRM business system.
• Assist with the on boarding process and mentorship of new TSEs/TSAs.
• 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.
• Ad-hoc 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 SAP, Salesforce, and Microsoft office.

Required Education and Training

• AA degree in electronics or mechanical engineering and/or two years related 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 Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, 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 base 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 target salary ranges are listed.