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Entry LevelFull-time
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
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.**Working hours will be from 6AM - 3PM PST**
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About Intuitive
Intuitive is a leading innovator in the field of advanced surgical technology, specializing in the development and deployment of robotic-assisted surgical systems. Operating at the intersection of healthcare and engineering, the company has been at the forefront of transforming surgical procedures since its inception. Founded in Silicon Valley, Intuitive has established itself as a pioneer in minimally invasive surgery, leveraging cutting-edge robotics to enhance precision, control, and visualization in the operating room. Their commitment to innovation has made them a trusted name in the medical technology sector, serving healthcare providers and patients worldwide. The company’s flagship product, the da Vinci Surgical System, is a state-of-the-art robotic platform designed to enable complex surgeries with enhanced dexterity and reduced patient trauma. Key features include high-definition 3D visualization, intuitive controls, and articulating instruments that mimic the human hand with greater precision. Intuitive’s solutions are primarily targeted at surgeons, hospitals, and medical centers seeking to improve surgical outcomes, reduce recovery times, and minimize complications. Their systems are used across various specialties, including urology, gynecology, general surgery, and cardiothoracic procedures. Intuitive has achieved significant milestones, including becoming the global leader in robotic-assisted surgery with a substantial market share. Their systems have been utilized in millions of procedures, demonstrating the transformative impact of their technology on modern medicine. A unique value proposition of Intuitive lies in its relentless focus on continuous innovation, supported by extensive research and development efforts. By combining advanced engineering with a deep understanding of clinical needs, Intuitive has redefined the possibilities of surgical care, setting new standards for safety, efficiency, and patient-centered outcomes.
