Field Service Engineer 2

Summary

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. The Field Service Engineer 2 installs, supports, troubleshoots, repairs, and maintains Intuitive products within an assigned territory while meeting service and warranty obligations. The role also provides technical support, customer training, system installations, maintenance, documentation, and collaboration with internal teams.

Responsibilities

• Understand and comply with all department and company policies
• Provide management with a quarterly review and assessment of your assigned area of responsibility
• Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders
• Complete all administrative tasks in the required time frame
• Provide technical support to end-users and other Intuitive employees
• Conduct training sessions at Intuitive facilities, training centers, and hospitals
• Perform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
• Troubleshoot, diagnose, and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframes
• Coordinate and perform system and hardware delivery and installation
• Competent in knowledge and implementation of O.R. protocol and HIPAA standards
• Complete all administrative duties, which include, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within specified timeframes
• Maintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets
• Support and collaborate with Intuitive teams to facilitate company goals; eg. Assist Sales teams with trade show support, assist Genesis teams with sterile reprocessing training, provide hospital contacts to other Intuitive teams, etc…
• Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficiencies
• Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management
• Manage all aspects of your assigned area of responsibility, including responding to customer needs, maintaining system install base configurations, customer contacts, establishing a rapport with assigned customer base, and providing support for customer training and events

Skills

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)
• Clean driving record
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process
• Proven track record of troubleshooting electro-mechanical systems required
• Good written and oral communication skills
• General computer skills
• Comfortable working off hours with limited support
• Excellent administrative and record keeping skills
• 1-3 years of Field Service Experience preferred
• Associate's degree in related field or equivalent training/experience preferred

Qualifications

Must Haves

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)
• Clean driving record
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process
• Proven track record of troubleshooting electro-mechanical systems required
• Good written and oral communication skills
• General computer skills
• Comfortable working off hours with limited support
• Excellent administrative and record keeping skills

Nice to Haves

• 1-3 years of Field Service Experience preferred
• Associate's degree in related field or equivalent training/experience preferred

Benefits

• Remote work; this job will be remote and/or designed to be performed outside of the office, with onsite attendance when requested by the leader.
• Company-provided tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets.