ARTAS Technical Support Engineer - San Jose, California, USA

ARTAS Technical Support Engineer - San Jose, California, USA

Title: ARTAS Technical Support Engineer

Reports to: Senior Manager, Technical Support & FSE

Location: San Jose, California

We have an exciting opportunity for a full-time ARTAS Technical Support Engineer to join our growing team! Reporting to the Senior Manager, Technical Support & FSE, the ARTAS Technical Support Engineer is responsible for phone support for customers, Field Service Engineers, Training, and Sales during ARTAS installation, service and clinical cases. Professionally answer incoming calls, understand the customer’s needs and their environment to resolve issues. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

What you will do:

  • Provide technical phone support to customers and field personnel including Sales, Service, Training, etc.
  • Quickly become knowledgeable on policies, processes and procedures; as well as knowledge of products and pricing.
  • Analyze and troubleshoot complex robotic problems using remote diagnostics or over the phone. Some on-site or in- house service support may be required.
  • Record requests for service and actions taken using both computerized and manual documentation systems in order to provide historical service records, identify trends, make recommendations and forward product complaints.
  • Write service bulletins to inform field personnel on general product releases, processes, and how to perform upgrades, installs and repairs.
  • Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call.
  • Facilitate technical support requests from Field Service Engineers.
  • Responsible for opening, entering, processing and tracking of all cases loaded onto SalesForce.
  • Develop training materials and classes targeted for Field Service Engineers and international distributors.
  • Provide feedback to engineering groups regarding system reliability, customer experience and potential anomalies.
  • Provide logistical support for shipping parts to the field.
  • Ensure processes are in place in accordance with FDA compliance.
  • Be able to have a flexible work schedule, including on-call duties.

What you will need:

  • Associate degree in electronic, computer, mechanical or biomedical engineering with applicable work experience required or bachelor’s degree would be considered an asset.
  • 2+ years’ prior technical support or field service experience, installation and troubleshooting complex electronic equipment or equivalent; experience in medical device industry or comparable capital equipment industry preferred.
  • Medical device experience regarding record keeping and regulatory requirements, FDA 21 CFR compliance desirable.
  • Systems engineering experience in medical capital equipment and disposables desirable.
  • Excellent written and verbal communication skills, self-motivated and an effective team player.
  • Must have exemplary customer relationship management skills.
  • Possess strong electrical, mechanical, computer H/W & S/W understanding and aptitude.
  • Ability to travel and cross territories on short notice.
  • Availability and flexibility to work after hours and weekends when needed during peak times.

What you will be part of – our Venus Concept Culture

Venus Concept believes in pushing boundaries while embracing creativity and innovation. Our employees are a critical part of our company’s performance and are at the core of its success. At Venus Concept, we rely on our employees, customers, and network of industry professionals around the world to continuously improve and Deliver the Promise. In order to do that, we ensure that everyone operates with the same values and vision. At Venus Concept, we promise to give you Endless Opportunities, allow you to Foster Innovation and be part of Delivering a Best-In-Class Offering.

Venus Concept is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals. Venus Concept is committed to accommodating persons with disabilities. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

About Venus Concept

Venus Concept is an innovative global medical aesthetic technology leader with a broad product portfolio of minimally invasive and non-invasive medical aesthetic and hair restoration technologies and reach in over 60 countries and 18 direct markets. Venus Concept focuses its product sales strategy on a subscription-based business model in North America and in its well-established direct global markets. Venus Concept’s product portfolio consists of aesthetic device platforms, including Venus Versa, Venus Legacy, Venus Velocity, Venus Fiore, Venus Freedom, Venus Viva, Venus Freeze Plus, Venus Glow, Venus Bliss, Venus Epileve and Venus Viva MD. Venus Concept’s hair restoration systems include NeoGraft®, an automated hair restoration system that facilitates the harvesting of follicles during a FUE process and the ARTAS® and ARTAS iX® Robotic Hair Restoration systems, which harvest follicular units directly from the scalp and create recipient implant sites using proprietary algorithms. Venus Concept has been backed by leading healthcare industry growth equity investors including EW Healthcare Partners (formerly Essex Woodlands), HealthQuest Capital, Longitude Capital Management, and Aperture Venture Partners.

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