Product Technical Support Engineer 3 - 2nd Shift - Remote

Overview

The Product Technical Support Engineer 3 is responsible for providing front line phone support to customers, field engineers, and sales professionals, ensuring customer satisfaction by resolving Tier 1 issues and documenting complaints accurately.

In Short

• Provide front line phone support for customers and field engineers.
• Analyze and troubleshoot complex robotic problems.
• Document customer complaints in the CRM database.
• Perform system error log reviews and provide recommendations.
• Drive resolution of product performance issues.
• Available for onsite support for escalated issues.
• Create and dispatch service requests in the CRM system.
• Assist with the onboarding of new team members.
• Ensure compliance with FDA regulations.
• Flexible work schedule including holidays and on-call duties.

Requirements

• Effective analytical and problem-solving skills.
• Familiarity with Operating Room protocols and endoscopic vision equipment.
• Excellent oral and written communication skills.
• Working knowledge of computers, SAP, Salesforce, and Microsoft Office.
• AA degree in electronics or mechanical engineering or related experience.
• Two years as a Field Engineer III or three years in Technical Support in the medical device industry.

Benefits

• Market-competitive compensation packages.
• Opportunities for long-term growth.
• Inclusive and diverse work culture.
• Support for personal and professional development.
• Equal employment opportunities for all applicants.