Product Technical Support Engineer 3 - 2nd Shift - Remote

Overview

This role focuses on providing front line technical support to customers and field engineers, ensuring customer satisfaction by resolving Tier 1 issues and documenting complaints in a CRM database.

In Short

• Second Shift Hours: 2pm-11pm
• Provide front line phone support for customers and field engineers.
• Analyze and troubleshoot complex robotic problems using remote diagnostics.
• Document complaints accurately in the CRM database.
• Review system error logs and provide recommendations.
• Drive resolution of product performance issues.
• Assist with on-site support for escalated issues.
• Mentor new technical support engineers.
• Ensure compliance with FDA regulations.
• Participate in ad-hoc projects as assigned.

Requirements

• Effective analytical, troubleshooting, and problem-solving skills.
• Familiarity with Operating Room protocols and endoscopic vision equipment.
• Excellent oral and written communication skills.
• Working knowledge of computers and software applications, preferably SAP and Salesforce.
• AA degree in electronics or mechanical engineering or two years related job experience.
• Experience as a Field Engineer III or above for at least two years.
• Three years of experience in Technical Support in a call center.

Benefits

• Market-competitive compensation packages.
• Inclusive and diverse work culture.
• Opportunities for long-term growth and advancement.
• Support for team members to achieve their highest potential.