Technical Support Engineer 2

Primary Function of the 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.
Essential Job Duties
• Provide 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 system error log reviews, providing a summary of findings and
recommendations to field service.
• Review auto-generated cases and dispatch work orders as required through CRM.
• Author and review articles in the Knowledge Base per assigned goal.
• Drive resolution of all product performance issues until an acceptable solution is
identified and implemented or it is determined that escalation is necessary.
• Drive key metrics to support corporate/departmental goals.
• Facilitate the escalation of technical requests from field engineers.
• Responsible for creating, dispatching, and tracking work orders in the CRM business
system.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule, including holidays.
• Ad-hoc projects as assigned by management.