Technical Support Engineer 2 – 2nd Shift

This is a fully remote position, open to applicants in Germany.

📋 Description

• Deliver primary phone assistance to customers, field engineers, and sales teams.

• Handle incoming calls and resolve Tier 1 customer inquiries.

• Record reported issues in the CRM system.

• Offer both intraoperative and non-intraoperative technical phone support.

• Acquire knowledge of and implement policies, processes, procedures, and best practices.

• Assess and troubleshoot intricate robotic issues utilizing remote diagnostics.

• Provide on-site or in-house service support as necessary.

• Conduct reviews of system error logs and present findings and recommendations to field service.

• Examine auto-generated cases and manage work orders through the CRM.

• Create and evaluate Knowledge Base articles.

• Drive the resolution of product performance challenges or escalate as required.

• Monitor key metrics that support corporate and departmental objectives.

• Assist in escalating technical requests from field engineers.

• Generate, assign, and monitor work orders within the CRM business system.

• Ensure all processes adhere to FDA regulations.

• Execute ad-hoc projects as assigned by management.

⛳️ Requirements

• Strong analytical, troubleshooting, and problem-solving abilities.

• Knowledge of Operating Room protocols, anatomical terminology, and medical device products is advantageous.

• Exceptional verbal and written communication skills.

• Proficient customer service capabilities.

• Basic understanding of computers and standard software applications.

• Experience with Salesforce and Microsoft Office is preferred.

• Background in providing Tier 1 customer-level support.

• Associate's Degree or certification in electronics, mechanical, electrical, or biomedical engineering, or two years of relevant job experience.

• At least one year in a Service Engineer position or two years of pertinent experience in technical support, call center operations, or a similar technical role.

• Experience in medical devices or healthcare technology is preferred.

• Willingness to work a flexible schedule, including holidays.

• Current proof of vaccination against certain diseases may be requisite.

🏝️ Benefits

• Remote work; employees are expected to come onsite when requested by leadership.

• Competitive base salary, incentives, benefits, and equity options.

• Reasonable accommodations available for qualified individuals with disabilities.

• Commitment to equal employment opportunity and anti-discrimination protections.