Field Service Engineer
Intuitive
Job Level
Mid-LevelSenior
About the role
- Install, support, troubleshoot, repair, and maintain Intuitive products in assigned territory ensuring service agreements and warranty obligations are fulfilled
- Provide mentoring to junior Field Service Engineers, perform regional administrative tasks, and take part in new product introductions and process improvement initiatives (with time served)
- Perform scheduled maintenance activities including inspections, preventive maintenance, software updates, recalls, field actions, and upgrades
- Troubleshoot, diagnose, and repair products and associated equipment within designated timeframes
- Coordinate and perform system and hardware delivery and installation
- Complete administrative duties: spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports
- Maintain company issued tools, calibrated tool sets, vehicle, laptops, iPads, and company assets
- Support Sales, provide phone support for customers, and provide hospital contacts to other Intuitive teams
- Provide feedback to HQ and participate in continuous improvement projects
- Complete required equipment and professional training
- Maintain territory aspects: respond to customer needs, maintain install base configurations, customer contacts, support customer training and events
- Mentor junior engineers and participate in new product introduction and regional continuous improvement projects
- Support service contract renewals as required
Requirements
- A university or college degree in science or a technical engineering or equivalent or 5 years equivalent work experience or 3 years experience and a Master’s degree; or a PhD without experience
- Strong written and oral communication skills in the Market’s local language(s) and English
- Strong interpersonal skills
- Strong technical knowledge of Intuitive Surgical products, with time served
- Teaching and presentation skills
- Strong administrative and record keeping skills
- Knowledge of Operating Room protocol preferred
- Track record of solid customer relationships with Surgeons and Hospital staff preferred
- Proven ability to independently troubleshoot complex electro-mechanical systems
- An ability to travel up to 50-70%, dependent upon account distribution and region
