Remote Technical Support Engineer

2 weeks ago


Oxford, Oxfordshire, United Kingdom Intuitive Full time

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.

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.

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.

Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call.

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.
Ad-hoc projects as assigned by management.
Travel for field support or training (up to 25%).
Position is home-based and requires dedicated workspace
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