Robotics Technical Product Support Specialist (Pittsburgh)

Robotics Technical Product Support Specialist (Pittsburgh)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The Robotics Technical Product Support Specialist will be responsible for second-level technical support from our field-based customers (external customers & internal Smith+Nephew representatives) for the Robotics and Navigation products in under the Real Intelligence portfolio.

What will you be doing?

• Provide second-level remote support for technical and clinical issues within area of responsibility
• Field inbound support issues through phone, email, and chat (MS Teams)
• Capture and enter detailed service tickets for tracking purposes
• Have the ability to collect, evaluate, reproduce, and troubleshoot complex technical issues for direct resolution or escalate cases by working cross-functionally within the Robotics organization and deliver accurate, time-sensitive solutions
• Proactively contribute to our growing knowledge base in the form of technical troubleshooting documentation
• Continuously improve knowledge level by attending educational meetings and knowledge transfer calls
• Maintain certification level for area of responsibility
• Provide professional customer training onsite and offsite, when needed
• Provide professional internal training for the field personnel and other stakeholders, when needed

Time Management:

• Real time technical support for incoming request. Capture service request in ticketing systems and provide support and responses around Software, Hardware, and clinical requests in the region
• Report trends of types of service request, response time and resolutions to marketing, R&D and service teams
• Stay up to date on new products, process and procedures that are being developed and launched in region
• Collaborate with R&D and 3rd level support for product and process improvements
• Training field on new applications and products
• Participate in Team Meetings and Complete required trainings as required

What will you need to be successful?

The ideal candidate will bring prior relevant clinical experience to our growing team. You must be highly motivated to deliver a high level of service to address our customers complex technical issues, and be a proactive contributor to our growing Support & Services business. Prior Smith+Nephew Robotics product knowledge is a plus.

• Bachelors of Science degree or equivalent industry experience
• 3+ years' experience in Biomedical, R&D, Product Service or Surgical setting, ideally in Technical Role Supporting Surgical Products for Robotics Platform.
• Relevant Experience with Robotics Surgical Platform Management Training Certificate and or equivalent experience.

Travel Requirements: Up to 10% or as required

Physical Demands: Ability to lift over 40 pounds. Substantial time standing and Ability to Travel in escalated situations.,

Expected In-office onboarding at Pittsburgh Smith+Nephew office

Core Hours: 8am-5pm

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).

• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship

• Extra Perks: Discounts on fitness clubs, travel and more!

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

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