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Job Details

Customer Service and Field Support

Company name
Intuitive Surgical, Inc.

Norcross, GA, United States

Employment Type

Customer Service

Posted on
Jun 08, 2021

Valid Through
Sep 21, 2021

Apply for this job


Customer Service and Field Support','US-GA-Norcross-US-GA-Norcross','','','','Full-time','','false','Customer Service Specialist','212234','!*!At Intuitive, 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. Our mission is our guiding force; our culture is the DNA that makes us unique.  

As a pioneer in robotic-assisted surgery (RAS), we have been expanding our innovations through technology to help make a difference in the world. For 25 years, human ingenuity has guided our journey to help solve some of healthcare’s complex challenges. 

We believe a great idea can come from anywhere—inclusion and mutual respect are vital to our culture. We value character grounded in integrity, a strong capacity to learn, the energy to get things done, and diverse 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 strive to 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 help to advance the world of minimally invasive care. 

Position Description: 

Are you inspired by innovation, talent, and technology? Do you thrive in a customer centric environment?

If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.

As part of the Customer Care Team, you will provide front line support to our customer’s concerns in an inclusive, fast-moving, and engaging environment. Your responsibilities will range from responding to varied customer inquiries for some of the largest healthcare institutions on the globe, to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, you strive to personalize the customer journey and promote customer advocacy. You are inquisitive and comfortable with a rapidly changing environment and you have a strong desire to deepen your knowledge.

The Role:

Yearn to understand the customer story and offer kindness without conditions

Show empathy and care in all interactions

Foster and contribute towards a positive and collaborative culture

Maintain an appropriate level of confidentiality regarding customer and company data

Successfully resolve routine problems through knowledge, escalating to peers or leadership as appropriate

Provide accurate information with a goal of exceeding customer expectations in all interactions

Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives

Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies, and resources

Accurately process daily order and product returns using multiple business systems

Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process

Understand and execute on FDA and internal requirements as it relates the complaint reporting process

Maintain timely status of training records at all times

Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management

Present data to Leadership regarding trends and escalate emerging issues through multiple platforms based on the roles of the group as it relates to order support or complaint handling


Preferred Skills:

Effective communicator with strong presentation and public speaking skills

Demonstratable self-awareness with a high EQ

Service-minded team player with a positive attitude and strong work ethic

Minimum High school diploma or equivalent and minimum of two years’ experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment

 SFDC /SAP ERP/CRM experience

 Calm under pressure: Can execute and thrive in a high-volume, continuously evolving environment

 Knowledge and understanding of multi-channel contact model: Phone, Email, Chat

Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision

Comprehensive attention to details and documentation

Intermediate to advanced knowledge of Microsoft programs: Outlook, Word, Excel, Teams

Willingness to work various shifts, including holidays and weekends, as the business needs

Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.

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. 

','Customer Service Specialist

Company info

Intuitive Surgical, Inc.
Website :

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