Full-Time Technical Support Engineer

Primary Function: Front line phone support for Customers, Field Engineers, and Sales Professionals. Professionally answer incoming calls, understand customer needs and environment to resolve Tier 1 issues. Accurately document reported complaints in CRM database. Understand processes and make recommendations to improve team efficiency and provide superior customer support and satisfaction.

Roles and Responsibilities:

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel (Sales, Service, Marketing, etc).
• Become knowledgeable on policies, processes, procedures, and best practices.
• Analyze and troubleshoot complex robotic problems remotely.
• Perform RemoteFE/Error log reviews, summarizing findings and recommendations for field service.
• Review RemoteFE auto-generated Service Requests and dispatch Field Service Orders through SAP/CRM.
• Author, review and publish articles in the da Vinci Knowledge Base.
• Drive resolution of product performance issues until a solution is identified or escalation is necessary.
• Provide onsite support for escalated issues or Customer Care sites.
• Review procedures and documentation; provide feedback.
• Drive key metrics to support corporate/departmental goals.
• Facilitate technical requests from field engineers.
• Create, dispatch, and track service requests in SAP/CRM.
• Assist with onboarding and mentorship of new TSEs/TSAs.
• Ensure processes follow FDA regulations.
• Have a flexible work schedule, including holidays and on-call duties.
• Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany after training, providing guidance and support.
• Complete ad-hoc projects as assigned.

Qualifications:

• AA degree in electronics or mechanical engineering and/or 2 years related experience.
• Minimum 2 years experience as a Field Engineer 3 in technical support (preferably in medical device industry).
• Strong analytical, troubleshooting, and problem-solving skills.
• Familiarity with Operating Room protocols, anatomic terminology, and endoscopic vision equipment (preferred).
• Excellent oral and written communication and people skills.
• Working knowledge of computers and standard software applications (preferably SAP and Microsoft Office).
• Fluent in Danish and English; other Nordic languages preferred.

What is the last date for applying to the job?

Which countries are accepted for this remote job?