Field Service Support Engineer 2

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care. The Field Service Support Engineer 2 will install, support, troubleshoot, repair, and maintain all Intuitive products in their assigned territory, ensuring service agreements and warranty obligations are fulfilled while exceeding customer expectations.

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
• 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 the prescribed timeframes
• 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, assist Genesis teams with sterile reprocessing training as required, 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 Ibase configurations, customer contacts, establishing a rapport with assigned customer base, supporting customer training and events as required
• 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
• Ability to Travel ~75% within the travel and expense policy Ad hoc tasks assigned by management
• 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
• Demonstrate individual characteristics expected of Intuitive personnel (e.g. Character, capacity, energy, experience)

Skills

• Good written and oral communication skills
• General computer skills
• Strong administrative and record keeping skills
• Clean driving record
• Associate's degree in related field or equivalent training/experience
• Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs
• 1-3 years of Field Service Experience
• Proven track record of troubleshooting electro-mechanical systems

Company Overview

Company H1B Sponsorship