Technical Support Engineer

vor 1 Woche

Munich, Deutschland Intuitive Surgical Vollzeit
Company Description

Unternehmensbeschreibung

Bei Intuitive setzen sich alle Beteiligten vereint für unsere Mission ein: Wir sind der Auffassung, dass minimalinvasive Behandlung die Behandlungsform ist, die Lebensqualität steigert. Durch Einfallsreichtum und intelligente Technologie erweitern wir das Potenzial von Ärzten, ohne Einschränkungen zu heilen.

Als Pionier und Marktführer im Bereich roboterassistierte Chirurgie streben wir danach, ein integratives und vielfältiges Team aufzubauen, das sich dafür einsetzt, etwas zu bewirken. Seit mehr als 25 Jahren arbeiten wir mit Krankenhäusern und Pflegeteams auf der ganzen Welt zusammen, um die größten Herausforderungen des Gesundheitswesens zu meistern und die Grenzen des Möglichen zu verschieben.

Das Fundament von Intuitive wurde durch die Bemühungen großartiger Menschen mit unterschiedlichen Hintergründen geschaffen. Wir sind der Auffassung, dass großartige Ideen von überall kommen können. Deshalb streben wir danach, eine integrative Kultur zu fördern, die auf vielfältigen Denkweisen und gegenseitigem Respekt basiert. Unser Führungskonzept beruht auf Inklusion und wir versetzen die Mitglieder unseres Teams in die Lage, bestmögliche Leistungen zu erbringen, indem sie ihr authentisches Selbst einbringen.

Unsere Unternehmenskultur wird vorangetrieben von leidenschaftlichen Menschen, die etwas bewirken wollen: die Mitglieder unseres Teams handeln gemäß den Grundsätzen der Integrität, weisen eine hohe Lernfähigkeit auf und setzen sich energisch dafür ein, Aufgaben zu bewältigen und vielfältige, praxisnahe Erfahrungen zu sammeln, die uns helfen, neue Denkansätze einfließen zu lassen. Wir investieren aktiv in die Mitglieder unseres Teams, um ihr langfristiges Wachstum zu fördern, damit sie unsere Mission weiter vorantreiben und ihr Potenzial voll ausschöpfen können.

Schließen Sie sich einem Team an, das sich dafür einsetzt, bedeutende Fortschritte für die globale Gemeinschaft von medizinischen Fachkräften und ihren Patienten zu erzielen. Bringen wir gemeinsam den Bereich der minimalinvasiven Behandlungsformen voran
 

Job Description

Primary Function of Position:

Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. All customer complaints are either resolved over the phone or properly dispatched to Field Service for resolution, all complaint information must be accurately recorded. The TSE is the primary escalation point for all system related issues and responsible for further escalation if required.

Roles and Responsibilities:

  • Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
  • Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products.
  • Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. Some on-site or in-house service support may be required.
  • Records requests for service and actions taken using both computerized and manual documentation systems in order to provide historical service records, identify trends, make recommendations and forward product complaints.
  • Create articles in Knowledge Management System.
  • Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call.
  • Drive key matrices to support corporate/departmental goals.
  • Facilitate technical requests from field engineers and distributors.
  • Responsible for entering, processing, and tracking of all cases loaded onto CRM.
  • Ensure compliance by following processes in accordance with ISI regulatory instructions.
  • Be able to have a flexible work schedule, including 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.
  • Ad-hoc projects as assigned by management.
  • Travel for field support or training (up to 30%).
  • Position is home-based and requires dedicated workspace.
Qualifications

Required Knowledge, Skills, and Experience:

  • Degree in electronics or mechanical engineering and/or 5 years related job experience.
  • Minimum of 5 years field service experience specific to ISI products or complex medical systems; and a recorded history of outstanding performance in this area.
  • Applicants must be prepared to travel extensively for a training period of 9 to 12 months.
  • Experience working in call center support is preferred, especially in the medical device industry.
  • Effective analytical, troubleshooting, and problem-solving skills required.
  • Familiarity of Operating Room. Protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
  • Candidate must have excellent oral, written communication skills, as well as people skills.
  • Working knowledge of computers and standard software applications, preferably with SAP and Microsoft office.
  • Fluent in German and English, other European language is a plus.
Additional Information

Intuitive ist ein Arbeitgeber, der gleiche und gerechte Beschäftigungsmöglichkeiten bietet. Wir bieten allen qualifizierten Bewerbern und Mitarbeitern gleiche Beschäftigungsmöglichkeiten, unabhängig von ethnischer Herkunft, Geschlecht, Schwangerschaft, sexueller Orientierung, Geschlechtsidentität, nationaler Herkunft, Hautfarbe, Alter, Religion, geschütztem Veteranenstatus, Behindertenstatus, genetischen Informationen oder einem anderen Status, der nach den geltenden Gesetzen auf Bundes-, Landes- oder lokaler Ebene geschützt ist, und verbieten jegliche Form von Diskriminierung und Belästigung.

Gemäß den „Fair Chance“-Gesetzen berücksichtigen wir qualifizierte Bewerber, die verhaftet wurden oder Vorstrafen haben, für offene Stellen.

Shift: Day
Travel: None

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