Intuitive
Healthcare Insurance • Medical Devices
Intuitive is a company known for its innovative surgical technologies, including the da Vinci Surgical Systems which are used for minimally invasive procedures. With three decades of demonstrated performance, Intuitive focuses on advancing healthcare by providing structured and measurable technology training pathways for surgeons, physicians, and OR care teams. Their vision is to improve patient outcomes through less invasive surgical care. Intuitive also offers a visual media platform for collaboration and learning, known as the Da Vinci Hub, and the Simnow platform for surgical training. The company is involved in ongoing innovation to explore new possibilities in surgical care.
Technical Support Engineer
Job not on LinkedIn
September 20
🗣️🇩🇰 Danish Required
Intuitive
Healthcare Insurance • Medical Devices
Intuitive is a company known for its innovative surgical technologies, including the da Vinci Surgical Systems which are used for minimally invasive procedures. With three decades of demonstrated performance, Intuitive focuses on advancing healthcare by providing structured and measurable technology training pathways for surgeons, physicians, and OR care teams. Their vision is to improve patient outcomes through less invasive surgical care. Intuitive also offers a visual media platform for collaboration and learning, known as the Da Vinci Hub, and the Simnow platform for surgical training. The company is involved in ongoing innovation to explore new possibilities in surgical care.
📋 Description
• 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. • Provide both intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. • Perform RemoteFE/Error log reviews providing a summary of findings and recommendations to field service. • Review RemoteFE auto-generated Service Requests and dispatch Field Service Orders as required, through SAP/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. • Responsible for creating, dispatching, and tracking service requests in the SAP/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. • 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.
🎯 Requirements
• AA degree in electronics or mechanical engineering and/or 2 years related job experience. • Must have been a Field Engineer 3 for 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 SAP and Microsoft office. • Minimal travel required. • Fluent in Danish and English, other European language is a plus. • Ability to act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany after appropriate training, as per legal requirement.
🏖️ Benefits
• Have a flexible work schedule, including holidays and on-call duties. • 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.
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