Technical Support Engineer

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. Some on-site or in-house service support may be required. 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. 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.