Sr Robotics Technical Support Engineer

Description

The company is a med-tech business whose robotics and digital solutions group was formed in 2020 by combining several med-tech businesses. The group builds flexible and surgical robotic platforms and digital tools that connect health data.

The company is developing a multi-specialty soft-tissue surgical robot that uses AI and machine learning and links health data inside and outside the operating room.

This senior technical support role sits in the robotic technical support organization, under customer management, technical customer service, and business enablement and support.

The role is based in Santa Clara, California, and works on Eastern Time. The team is growing in the San Francisco Bay Area, Cincinnati, and Seattle.

As the senior robotics technical support engineer, you give customer-focused technical support for robotic capital equipment and act as a technical resource for customers, field service engineers, and regional support teams. You triage and resolve technical inquiries, apply advanced troubleshooting, and choose the course of action that resolves each issue effectively. You also work with cross-functional partners on complex issues, join emergency on-call coverage, act as a product specialist, manage assigned processes and projects, and mentor less experienced technical support engineers.

The company is committed to an inclusive workplace that respects each employee's dignity, diversity, and merit.

Responsibilities

• Provide strong customer support and keep up your knowledge of the company's medical device products and services.
• Cover 24/7 support for customers who need immediate help with product and procedure issues on robotic capital products, including weekend and off-hours emergency on-call shifts.
• Apply core skills such as basic electronics and troubleshooting of technology and capital equipment, and decide the right next step.
• Solve complex customer technical inquiries by phone, email, and other channels, and provide call center support.
• Act as a product specialist, and where useful, take part in training for business partners and customers using your clinical-technical expertise.
• Apply troubleshooting methods to situations you have not seen before.
• Manage processes and resources for your assigned product line or process areas.
• Coordinate, share, and pass on information about your assigned product lines and related field activity.
• Mentor less experienced technical support staff.
• Drive assigned projects to the business outcomes they require.
• Collect and report metrics on call handling and performance.
• Maintain and update relevant quality system policies and procedures.

Requirements

• An associate's degree or a technical certification in robotics, software, electronics, mechanical engineering, or a related field.
• 6+ years of work experience, including at least 2+ years in technical support, field service, product support, or advanced customer support.
• Strong technical troubleshooting skills.
• Clear, concise written and verbal communication.
• A strong customer focus and excellent customer support.
• Behavior consistent with the company's Credo and Standards of Leadership.
• Attention to detail, flexibility, and adaptability.
• Time management, and the ability to set priorities among complex, competing demands to reach required outcomes.
• Sound decision-making and critical thinking, with the ability to resolve customer issues and pick the right course of action.
• A team player who also works well independently and contributes to positive business outcomes.
• Commitment to your own personal and professional growth.
• Ability to assess internal processes and recommend improvements.
• Ability to coordinate with peers and resolve conflicts constructively.
• Supportive, effective communication with customers during complaints and crisis situations.
• Working knowledge of medical device regulations, laboratory instrumentation regulations, or a similar environment, in line with ISO 13485 and 21 CFR 820.
• Preferred: experience with ERP and CRM applications.
• Preferred: working knowledge of the Linux operating system.
• Preferred: experience with programming languages.
• Preferred: in-depth knowledge of the products and services offered by the company's group.
• Preferred: experience in applications support, incident management, issue escalation, service request management, customer experience, customer retention, support operations, and quality services.
• Preferred: strong problem-solving, product knowledge, technical credibility, and an execution focus.

Conditions

Work is based in Santa Clara, California. Remote work may be considered case by case within the United States.

Expect about 20% domestic travel within the U.S.

Be ready to work outside standard hours at times, including evenings, longer days, weekends, and holidays, as business and customer needs require.

The anticipated base pay range is $71,000.00 to $113,850.00.

For candidates in the San Francisco Bay Area, the anticipated base pay range is $81,650.00 to $130,927.50.

The company provides accommodations on request during the interview process.

Benefits

• Eligible for an annual cash performance bonus under the applicable plan, paid at the company's discretion based on individual and company performance over the calendar year.
• Eligible for the company's long-term incentive program.
• Eligible for medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance, for you and eligible dependents.
• May be eligible for the company's consolidated retirement plan (pension) and the 401(k) savings plan.
• Time off includes up to 120 hours of vacation per calendar year, up to 40 hours of sick time per calendar year, up to 13 days of holiday pay including floating holidays per calendar year, and up to 40 hours of work, personal, and family time per calendar year.