Digital Support Specialist

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Digital Support Specialist will be responsible to deliver best in class customer experience in two Digital focus areas: Digital Tier 1 Support, and Digital Customer On-boarding.

Digital Tier 1 Support will address medical professionals, internal personnel, and sales representatives’ email or phone queries, related to Intuitive Digital Solutions. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Digital Customer On-boarding will focus on preparing and coordinating all the required activities internally and externally, in direct support to the Customer Implementation Manager, Digital, and in close collaboration with the Digital Product Marketing and Sales teams, to ensure a successful implementation, adoption and use of Intuitive Digital Solutions. We are seeking a solution-oriented, customer first-minded, and lean operation focused person, to facilitate the launch and on-boarding of our Digital Solutions across multiple customers in Europe.

Roles and Responsibilities:

Digital Tier 1 Support:

• Act as first line of support to intake and triage all Digital Solutions incoming inquiries, from internal and external customers
• Create/update support tickets according to documented processes and procedures
• Provide assistance to resolve basic to medium issues, or dispatch to appropriate teams internally for escalation on more complex issues
• Maintain open communication with technical teams to follow up on support requests received, ensure problem resolution and customer satisfaction
• Build and feed Intuitive knowledge base with any new support scenario and its resolution, for each Digital Solution
• Track key metrics of the Digital Tier 1 processes in order to monitor the activity and identify gaps or opportunities for improvement
• Collaborate closely with Digital Support team in the US and other involved technical teams, to develop and enhance processes or business systems, to create new efficiencies that will improve customer experience and team member experience
• Work with Digital Product Marketing teams in order to prepare and support the launch of future Digital Solutions
• ctively support the integration of a new Digital Solution into existing processes and business systems

Digital implementation and customer on-boarding:

• Partner with the Customer Implementation Manager, Digital, to provide coordination support during the implementation phases for our Digital Solutions (from a customer selecting a digital product to a customer 1st use), including but not limited to: implementation kickoff meetings, agreements or assessments required by the customer, installation planning meetings, user training
• Upon completion of the implementation, set up each site with the relevant ongoing support of their Digital Solutions
• Track key metrics of the implementation process in order to monitor the activity and identify gaps or opportunities for improvement
• Provide qualitative and quantitative feedback to internal stakeholders, on how to continuously improve the implementation and customer on-boarding processes for Digital Solutions

• 
  Develop strong relationships with the customer and their stakeholders, ensuring they receive the highest individual attention. Likewise strong collaboration within Intuitive is a must to successfully deploy the strategy and processes
• Develop effective communication channels across various organizational levels to ensure alignment and buy in
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain confidentiality with regard to all customer and company data
• Foster and contribute towards a positive and collaborative culture

Qualifications

Skills and Abilities

• Strong desire and ability to drive Intuitive Digital Solutions adoption and successful use by customers in Europe
• Customer-centric mindset, able to understand customer needs and expectations and translate into implementable digital support processes
• Excellent interpersonal, collaboration, and problem-solving skills
• Great listening skills
• Polished and succinct verbal and written communicator
• Keen on continuous improvement through data-driven recommendations
• Project management skills – ability to manage multiple priorities and get things done
• Excellent time management and organizational skills
• Detail oriented, organized, with demonstrated ability to multi-task while constantly shifting priorities under tight deadlines and time constraints
• Fast learner who can speak about all Intuitive Digital Solutions portfolio features and benefits
• Ability to drive a customer through a process repeatedly
• Good judgement on how and when to escalate issues
• Experience and ability to work effectively with multi-cultural and cross-functional groups
• Self-starter with ability to take leadership in unstructured environment with the appropriate level of supervision

Required Education and Experience:

• Minimum 5+ years of experience in the customer support, digital implementation, program or project management fields. IT or technical support experience for direct-to-consumer technology is a plus
• Medical Device or Biotech industry preferred. Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment is a plus
• Demonstrated experience at managing work goals, accurately, and promptly capturing time on tasks or projects including time input by the team
• Working knowledge of CRM systems: SalesForce.com is a plus
• Experience in MS Office Suite: Excel analysis and pivot tables, PowerPoint presentations
• Proven cross functional collaboration and escalation management techniques
• Fluency in English and another EU language required (German or French preferred)
• Experience with database applications
• Capability to train others on new processes utilizing different media
• Service-minded team player with a positive attitude and strong work ethic is essential to success

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift :Day

Travel :None

Travel Requirements:None Shift:Day