Technical Support Engineer 2

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job 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.

Qualifications

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 Intuitive 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.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgic