Technical Support Engineer

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🕒 2 days ago

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Intuitive

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

⚕️ Healthcare Insurance

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

• Provide expert front line support to all internal and external customers • Strengthen customer satisfaction contributing to a positive surgical outcome • Resolve customer complaints over the phone or dispatch to Field Service for resolution • Primary escalation point for all system related issues • Provide technical phone support to customers and field personnel • Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products • Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone • Some on-site or in-house service support may be required • Record requests for service and actions taken using both computerized and manual documentation systems • Create articles in Knowledge Management System • Drive resolution of all system performance issues • Drive key matrices to support corporate/departmental goals • Facilitate technical requests from field engineers and distributors • Responsible for entering, processing, and tracking of all cases loaded onto CRM • Ensure compliance with ISI regulatory instructions • Be able to have a flexible work schedule, including on-call duties • Act as a Medical Device Consultant in Austria and Germany after appropriate training

🎯 Requirements

• Degree in electronics or mechanical engineering and/or 5 years related job experience • Minimum of 5 years field service experience specific to ISI products or complex medical systems • Experience working in call center support is preferred, especially 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 • Fluent in local language and English, other European language is a plus

🏖️ Benefits

• Employees can work remotely • Flexible work arrangements • Professional development opportunities