Intuitive Surgical Careers

Technical Support Engineer

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 181538


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

Primary Function of Position:

Front line phone support for Customers, da Vinci® Technical Field Specialist, and Sales Professionals. Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier One customer issues. Accurate processing in CRM of Service requests. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

Roles and Responsibilities:

• Provide 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 products and pricing.
• Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. Some on-site or in- house service support may be required.
• Records requests for service and actions taken using both computerized and manual documentation systems in order to provide historical service records, identify trends, make recommendations and forward product complaints.
• Create articles in Knowledge Management System per assigned goal.
• Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call.
• Drive key matrices to support corporate/departmental goals.
• Facilitate technical requests from da Vinci® Technical Field Specialist.
• Responsible for entering, processing and tracking of all cases loaded onto CRM.
• Ensure processes are in place in accordance with FDA compliance.
• Be able to have a flexible work schedule, including on-call duties.
• Ad-hoc projects as assigned by management.

Skill/Job Requirements:

• AA degree in electronics or mechanical engineering and/or 2 years related job experience.
• Must be a da Vinci® Technical Field Specialist II for at least 6 months. 1 ½ years’ experience working in call center support, 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.

We are an AA/EEO/Veterans/Disabled employer
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.