Technical Support Engineer 2

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. Provide both 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 RemoteFE 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 and review articles in the da Vinci Knowledge Base per assigned goal. Drive resolution of all product performance issues until 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. Drive key metrics to support corporate/departmental goals. Facilitate technical requests from field engineers. Responsible for creating, dispatching and tracking service requests in the SAP/CRM business system. Ensure processes are in place in accordance with FDA compliance. Have a flexible work schedule, including holidays and on-call duties. Ad-hoc projects as assigned by management.