Field Service Engineer 1

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 I 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:

• Field service Engineer I supporting all da Vinci® Surgical platforms
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Effectively engage in advanced troubleshooting and technical support with support of da Vinci Surgery Technical Assistance Team(dVSTAT) and other FE staff.
• 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.

• Ensure that service calls are handled speedily, fully, and professionally with support of Manager and other FE staff as needed including:
  • Installations
  • System upgrades
  • Contract renewals
  • Preventative Maintenance
  • Annual Sterilization and Reprocessing site reviews
  • Defective Instrument & Accessories handling                                                     
  • Onsite® implementation
  • AEX (advance exchange program) and paid repair support                                   
  • Other                                                                                         
• 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.
• Off-hours Agent Support for dVSTAT Team as per the schedule.

Personal Management and Administrative Work                                    

• Monitor metrics and customer feedback to ensure that work style / shift schedule aligns to the customer’s needs and company requirements
• Manage costs (travel & expense, overtime, freight charges, etc.) to deliver high service level to the customer while also reducing cost as much as possible    
• Complete administrative duties accurately and in timely manner including:
  • Service Order documentation
  • Field Activity Reports (FAR)
  • Return Material Authorizations (RMA)
  • Expense reporting, HR work time, etc.
• Manage spare parts inventory.
• Support trade show activities
• Maintain a basic understanding of the clinical principles of minimally invasive surgery and diagnostic systems to better understand and address customer complaints.
• Continual process improvement – provide feedback to management team and support functions to improve processes and final efficiencies.

Skill/Job Requirements:

• Bachelor’s 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.
• 1-3 years of field service experience preferred.
• Good written and oral communication skills
• Good interpersonal skills
• Good administrative and record keeping skills.

• Knowledge of Operating Room protocol preferred.
• Ability to independently troubleshoot electro-mechanical systems.
• An ability to travel up to 40%, dependent upon account distribution.

Other Expectations

• Occasional overseas travel required.

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.