Full-Time Field Service Engineer

Primary Function: Intuitive Surgical is a leading medical device company. Surgeons use our da Vinci® Surgical System to enhance surgical precision and patient outcomes. We seek a Field Service Engineer to manage customer technical relations after sale in a designated territory.

Roles and Responsibilities:

• Senior da Vinci® Surgical technical expert across all systems.
• Analyze customer needs to ensure effective system installation, providing pre-site planning and installation coordination.
• Independently manage and schedule appointments to maximize system uptime and meet guarantees.
• Assess and schedule follow-up visits to ensure system reliability.
• Use independent judgment to assess, repair, and troubleshoot Intuitive Surgical products.
• Identify, recommend, and provide feedback to Product Support and Engineering on product or process enhancements.
• Provide on-site technical training and support to junior/field service engineers.
• Engage in service contract renewal discussions with hospitals, showcasing Intuitive Surgical's service offerings.
• Assess customer training needs in operating room environments, providing technical training or support as required.
• Manage administrative tasks including spare parts inventory, RMA's, calibrated equipment, training documentation, preventative maintenance, service contract billing, system configurations, and call escalation database.
• Support sales training and marketing events by identifying and resolving potential issues.

Required Knowledge, Skills, and Experience:

• College degree in engineering or related field, or equivalent experience.
• 5-10 years of field service engineering experience, preferably 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 protocols.
• Track record of building strong customer relationships with surgeons and hospital staff.
• Proven experience providing training support.
• Proven ability to present the value proposition of service offerings.
• Proven ability to independently troubleshoot complex electro-mechanical systems.
• Ability to travel up to 25%.

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