Primary Function of 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.
Roles and Responsibilities:
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Provide both intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
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Quickly become knowledgeable on policies, processes, and procedures as well as, knowledge of best practices.
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Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
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Perform remote error log reviews providing a summary of findings and recommendations to field service.
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Review auto-generated Service Cases and dispatch Field Service Work Orders as required, through CRM (SalesForce360).
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Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
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Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary.
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Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
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Review procedures and other documentation and provide feedback as required.
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Drive key metrics to support corporate/departmental goals.
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Facilitate technical requests from field engineers.
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Responsible for creating, dispatching, and tracking service requests in the SAP/CRM business system.
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Assist with the onboarding process and mentorship of new TSEs.
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Ensure processes are in place and are being followed, in accordance with FDA regulations.
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Have a flexible work schedule, including holidays and on-call duties.
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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.
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Ad-hoc projects as assigned by management.