Technical Support Engineer 2

Description

Primary Function of the 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.

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 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 cases and dispatch work orders as required through CRM.

Author and review articles in the Knowledge Base per assigned goal.

Drive resolution of all 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 place in accordance with FDA compliance.

Have a flexible work schedule, including holidays.

Ad-hoc projects as assigned by management.

Requirements

• 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 Salesforce and Microsoft 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 related 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 within the medical device or healthcare technology.
• Additional Information
• Due to the nature of our business and the role, please note that the company 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.
• Mandatory Notices
• U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at the 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 the 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 the 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 within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified 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.