About This Role
This Field Service Engineer role involves installing, supporting, troubleshooting, repairing, and maintaining all of the company's products within an assigned territory. The position ensures service agreements and warranty obligations are met, requiring expertise in electro-mechanical systems, specialized training, and excellent customer service and communication skills.
Responsibilities
- Perform all types of scheduled maintenance activities for your assigned territory including system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
- Troubleshoot, diagnose, and repair all Intuitive products and associated equipment within your specified territory in accordance with procedures and within designated time frames
- Coordinate and perform system and hardware delivery and installation
- Be competent in knowledge and implementation of O.R. protocol and HIPAA standards
- Complete all administrative duties, including spare parts inventory, Field Activity Reports, Return Material Authorizations, and Expense Reports within prescribed time frames
- Maintain all Intuitive provided items, including issued tooling, calibrated tool sets, employee vehicle, laptops, iPads, and any other company-owned or issued assets
- Support Intuitive teams as required to facilitate company objectives, such as assisting Sales teams with trade show support, assisting Genesis teams with sterile reprocessing training, and providing hospital contacts to other Intuitive teams
- Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies
- Complete all required training items, including equipment training for all Intuitive products in your assigned territory, Intuitive Surgical University classes, and professional development courses as required by management
- Maintain all aspects of your assigned territory, including responding to customer needs, maintaining system Ibase configurations, customer contacts, establishing a rapport with assigned customer base, and supporting customer training and events
- Provide technical support to end-users and other Intuitive employees
- Conduct training sessions at ISI, training centers, and hospitals
- Understand and comply with all department and company policies
- Provide management with a quarterly territory review and assessment
- Complete all administrative tasks in the required time frame
- Perform ad hoc tasks assigned by management
Requirements
- 1-3 years of Field Service Experience preferred
- Associate's degree in a related field or equivalent training/experience preferred
- Proven track record of troubleshooting electro-mechanical systems preferred
- Good written and oral communication skills
- General computer skills
- Strong administrative and record-keeping skills
Important Details
- Travel: Approximately 60% within the travel and expense policy
- Reside within 30 miles of assigned territory location
- Willing to work a flex shift, second shift, or other type of shift as required by territory assignment and management
About the Company
Intuitive started with the idea of making surgery less invasive and recovery less painful. Nearly 30 years later, the company is a global leader in robotic-assisted surgery and minimally invasive care, with technologies like the da Vinci surgical system and Ion that have transformed how care is delivered for millions of patients worldwide. The team of engineers, clinicians, and innovators is united by the purpose of making surgery smarter, safer, and more human, helping care teams perform with greater precision and patients recover faster.
