Technical Support Engineer 2 - Ion

Primary Function of Position:
Provides front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to provide technical support for tier 1 support for Endoluminal Platforms and Products. Accurately document reported complaints within Customer Relations Management (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 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 system error log reviews providing a summary of findings and
recommendations to field service.

Review auto-generated Service Requests and dispatch Field Service Orders as required through CRM.
• Author and review articles in the 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 or product/platform information requests from field engineers.
• Responsible for creating, dispatching, and tracking Cases in the CRM business
system.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule, including holidays and Standby duties.
• Ad-hoc projects as assigned by management