Technical Support Engineer 2 - Ion at Intuitive

Intuitive

Dallas, TX, us·17h ago

Entry LevelFull-time

Salary Range

$51,000 - $69,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

Primary Function of Position: Provides front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to provide technical support for tier 1 support for Endoluminal Platforms and Products. Accurately document reported complaints within Customer Relations Management (CRM) database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction. Roles & 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 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 Service Requests and dispatch Field Service Orders as required through CRM. • Author and review articles in the 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 or product/platform information requests from field engineers. • Responsible for creating, dispatching, and tracking Cases in the CRM business system. • Ensure processes are in place in accordance with FDA compliance. • Have a flexible work schedule, including holidays and Standby duties. • Ad-hoc projects as assigned by management

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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.