10 days old

Assembly Technician 2

Intuitive Surgical, Inc.
Sunnyvale, CA 94086
  • Job Code
    INSUUS213886EXTERNALENUS
At Intuitive, we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. Our mission is our guiding force; our culture is the DNA that makes us unique.

As a pioneer in robotic-assisted surgery (RAS), we have been expanding our innovations through technology to help make a difference in the world. For 25 years, human ingenuity has guided our journey to help solve some of healthcare's complex challenges.

We believe a great idea can come from anywhere-inclusion and mutual respect are vital to our culture. We value character grounded in integrity, a strong capacity to learn, the energy to get things done, and diverse experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and strive to achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients.

Together, let's help to advance the world of minimally invasive care.

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 & Responsibilities:

  • Provide both intraoperative and non-intraoperative 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 RemoteFE log reviews providing a summary of findings and recommendations to field service.
  • Review RemoteFE auto-generated Service Requests and dispatch Field Service Orders as required through SAP/CRM.
  • Author and review articles in the da Vinci 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 requests from field engineers.
  • Responsible for creating, dispatching and tracking service requests in the SAP/CRM business system.
  • Ensure processes are in place in accordance with FDA compliance.
  • Have a flexible work schedule, including holidays and on-call duties.
  • Ad-hoc projects as assigned by management.

Skills, Experience, Education, & Training:

  • AA degree in electronics or mechanical engineering and/or two years related job experience.
  • Must be a Field Engineer II or above for at least one year or, two years of experience working in call center support, preferably 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.
  • Less than 25% travel required.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift : Shift 1 - Day

Travel : No





Posted: 2021-09-11 Expires: 2021-10-10
Sponsored by:
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Sponsored by:
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Assembly Technician 2

Intuitive Surgical, Inc.
Sunnyvale, CA 94086

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