Company Description

At Intuitive, we are united behind our mission: 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.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world 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 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 advance the world of minimally invasive care.

Job Description

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 and Responsibilities:

Provide comprehensive technical phone support to customers, field engineers, and sales professionals for both intraoperative and non-intraoperative issues.
Analyze and troubleshoot complex robotic problems using remote diagnostics, and perform remote error log reviews.
Create, review, and publish articles in the knowledge base to improve overall team efficiency.
Drive resolution of product performance issues and escalate when necessary.
Manage service requests, including creation, dispatching, and tracking.
Assist with onboarding and mentorship of new team members.
Ensure compliance with FDA regulations and contribute to process improvements.
Support key metrics aligned with corporate and departmental goals.
Provide on-site support for escalated technical issues as needed.
Undertake additional projects as assigned by management.

Qualifications

Required Knowledge, Skills, and Experience:

A degree in electronics or mechanical engineering and/or 2 years related job experience.
Must have been a Field Engineer for at least 2 years, 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.
Minimal travel required.
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.