Technical Support Engineer

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

📋 Description

• Deliver expert front line assistance to all internal and external clients to enhance customer satisfaction, thereby contributing to successful surgical outcomes.

• Offer technical phone support to customers and field staff, including those in Sales, Service, Marketing, and more.

• Gain comprehensive understanding of policies, processes, and procedures, along with in-depth knowledge of the products.

• Evaluate and troubleshoot intricate Robotic issues using remote diagnostics or via telephone communication.

• Document service requests and actions taken through both computerized and manual record-keeping systems to maintain historical service records.

• Generate articles for the Knowledge Management System.

• Drive the resolution of all system performance concerns until an appropriate solution is found and implemented, or it is decided to escalate the issue.

• Manage technical requests from field engineers and distributors.

⛳️ Requirements

• Bachelor's degree in electronics or mechanical engineering, or a minimum of 5 years relevant work experience.

• At least 5 years of field service experience specifically related to ISI products or complex medical systems.

• Preference for candidates with experience in call center support, particularly in the medical device sector.

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

• Familiarity with Operating Room protocols, anatomical terminology, and knowledge of Endoscopic vision equipment is advantageous.

• Exceptional oral and written communication skills, along with strong interpersonal abilities.

• Proficient in using computers and standard software applications, ideally with experience in SAP and Microsoft Office.

• Fluent in the local language and English; proficiency in another European language is a plus.

🏝️ Benefits

• Employees have the option to work remotely.