Job Description
Primary Function of the Position
Front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.
Essential Job Duties
- Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices.
- Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
- Perform system error log reviews providing a summary of findings and recommendations to field service.
- Review auto-generated Service Requests and dispatch Field Service Orders as required, through CRM.
- Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
- Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary.
- Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
- Review procedures and other documentation and provide feedback as required.
- Drive key metrics to support corporate/departmental goals.
- Facilitate technical requests from field engineers.
- Responsible for creating, dispatching, and tracking service requests in the CRM business system.
- Assist with the on boarding process and mentorship of new TSEs/TSAs.
- Ensure processes are in place and are being followed, in accordance with FDA regulations.
- Have a flexible work schedule, including holidays and on-call duties.
- Ad-hoc projects as assigned by management.
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