Technical Support Engineer

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

📋 Description

• Provide front line phone assistance to Customers, Field Engineers, and Sales Professionals.

• Respond to incoming calls in a professional manner, assess the customer’s requirements and environment to resolve Tier 1 issues.

• Accurately record reported complaints in the CRM database.

• Understand processes and suggest improvements to enhance overall team efficiency and deliver exceptional customer support and satisfaction.

• Offer both intraoperative and non-intraoperative technical phone support to customers and field personnel, including Sales, Service, and Marketing.

• Rapidly gain knowledge of policies, processes, and procedures as well as best practices.

• Analyze and troubleshoot complex robotic issues using remote diagnostics via telephone.

• Occasional on-site or in-house service support may be required.

• Conduct remote error log reviews, summarizing findings and recommendations for field service.

• Review auto-generated Service Cases and initiate Field Service Work Orders as necessary through the CRM (SalesForce360).

• Drive the resolution of all product performance issues until an acceptable solution is found or escalation is deemed necessary.

• Be available to provide onsite support for any escalated technical issues or Customer Care sites as directed by management.

• Review procedures and other documentation, providing feedback as needed.

• Drive key metrics to align with corporate and departmental goals.

• Facilitate technical requests from field engineers.

• Responsible for creating, dispatching, and tracking service requests within the SAP/CRM business system.

• Assist in the onboarding process and mentorship of new Technical Support Engineers (TSEs).

• Ensure that processes are established and adhered to, in compliance with FDA regulations.

• Maintain a flexible work schedule, including holidays and on-call responsibilities.

⛳️ Requirements

• A degree in electronics or mechanical engineering and/or a minimum of 2 years related job experience.

• Experience as a Field Engineer or at least 2 years in Technical Support within a call center, preferably 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.

• Candidates must possess excellent oral and written communication skills, along with strong interpersonal skills.

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

• Fluency in Finnish and English is required; proficiency in another European language is a plus.

• Minimal travel is required.

🏝️ Benefits

• Equal Employment Opportunity Employer.

• Prohibits discrimination and harassment of any kind.