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:

A Field Service Engineer will install, support, troubleshoot, repair, and otherwise maintain all Intuitive products in their assigned territory ensuring all service agreements and warranty obligations are fulfilled and exceeding customer expectations.  Additionally, a Field Service Engineer 3 with time served, will provide mentoring to junior Field Service Engineers, perform regional administrative tasks as required, and take part in new product introductions and process improvement initiatives as required.  This requires expertise in electro-mechanical systems, specialized training, as well as excellent customer service, communication and time management skills.

Roles and Responsibilities:

• Perform all types of scheduled maintenance activities for your assigned territory including, but not limited to; 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 timeframes.
• Coordinate and perform system and hardware delivery and installation.
• Complete all administrative duties, which include but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed time frames.
• Maintain all Intuitive provided items to include; 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; e.g. Assist Sales teams with trade show support as required, provide phone support for customers and provide hospital contacts to other Intuitive teams as required, etc.
• Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies.
• Complete all required training items to include, but not limited to; equipment training for all Intuitive products in your assigned territory, Intuitive Surgical University classes as required, and professional development courses as required by management.
• Maintain all aspects of your assigned territory to include, but not limited to; responding to customer needs, maintaining system Install base configurations, customer contacts, establishing a rapport with assigned customer base, supporting customer training and events as required.
• With time served, mentor junior Field Service Engineers in your region on maintenance, customer service skills, and administrative functions as required/directed by management
• Participate in new product introduction initiatives as required by management and product support
• Participate in regional continuous process improvement projects as required by management, product support, engineering, and other cross functional groups
• Support service contract renewals as required.

Qualifications

Required Knowledge, Skills, and Experience:

• 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

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.