Field Service Engineer

Company Description

At Intuitive, we are united behind our mission: 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.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world 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 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 advance the world of minimally invasive care.

Job Description

Primary Function of Position:

Intuitive Surgical is widely considered the most exciting medical device company in the world today. Surgeons worldwide are changing the way surgery is performed by utilizing our robotic surgical device, the da Vinci® Surgical System, to enhance their surgical precision and greatly improve patient benefits.  We have attracted some of the best and brightest on our team and now we are seeking a Field Service Engineer to manage Customer Technical Relations after the point of Sale on All Intuitive Surgical Products, in an assigned territory. This position will require you to work independently, manage and prioritize technical escalations, and establish and maintain expectations with both the direct customer and other Intuitive surgical employees.

Roles and Responsibilities:

• Senior da Vinci® Surgical technical expert across all system platforms.
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved. Assess and determine follow up visits to ensure maximum system reliability.
• Use discretion and independent judgment when assessing the functionality and Repairing Intuitive Surgical products.
• Ability to identify, make recommendations, and or provide feedback to Product Support and Product Engineering on Product or process enhancements that addresses customer concerns.
• Provide on-site technical and training support to Junior and Filed Service Engineer, prevent, or ensure proper technical escalation to resolution.
• Engage service contract renewal discussion with hospitals by presenting the value proposition of Intuitive Surgical’s service offerings.
• Use discretion and independent judgment when assessing customer-training needs with respect to technical training in an Operating Room environment and provide both technical training and or technical support as required.
• Independently manage all administrative duties of role that includes but are not limited to; Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database.
• Support Sales Training and Marketing events by analyzing potential issues and develop independent strategies to resolve.

Qualifications

Required Knowledge, Skills, and Experience:

• College degree in applied science or engineering preferred; or equivalent training/experience which may include extensive course work or study in the field of engineering or applied science.
• Minimum 5 years of experience as a Field Service Engineer, including experience in the medical device industry.
• Strong written and oral communication skills.
• Excellent interpersonal skills.
• Strong administrative and record keeping skills.

• Strong knowledge of Operating Room protocol.
• Track record of solid customer relationships with Surgeons and Hospital staff.
• Proven track record in providing training support.
• Well versed at presenting the value proposition of service offerings.
• Proven ability to independently troubleshoot complex electro-mechanical systems.
• An ability to travel up to 25%, dependent upon account distribution.

Additional Information

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.

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.