Field Service Engineer 2 - 2nd Shift

Intuitive•Nashua, NH

11d•$41 - $55•Remote

About The Position

As a Field Service Engineer 2 at Intuitive, you will install, support, troubleshoot, repair, and maintain Intuitive products and associated equipment in your assigned area. You will ensure service agreements and warranty obligations are fulfilled while providing responsive, high-quality customer support. The role requires expertise in electro-mechanical systems, specialized technical training, and strong customer service and communication skills. This is a remote role supporting a designated territory, with up to 75% overnight travel within and outside that territory based on business needs. The second shift generally runs Monday through Friday between 2:00 p.m. and 11:00 p.m., supporting late-day procedures, extended troubleshooting, and after-hours requests. The posting also describes a Weekend Traveler FSSE schedule, with extended shifts on Fridays, Mondays, and weekends. The position includes customer and employee technical support, maintenance and repairs, system delivery and installation, training, service documentation, administrative work, and collaboration with other Intuitive teams. The role requires compliance with company policies, operating-room protocols, HIPAA standards, and applicable vendor credentialing and vaccination requirements.

Requirements

Demonstrated ability to work effectively as part of a team with colleagues, customers, and other stakeholders.
Ability to identify, analyze, and resolve technical issues using problem-solving and critical-thinking skills.
Strong time-management and prioritization skills; ability to meet deadlines, manage multiple assignments, and maintain attention to detail.
Ability to travel up to 75% and comply with travel and expense policies as required.
Willingness to perform ad hoc tasks assigned by management.
Reside within a reasonable distance of the assigned territory, typically within 30 miles, or another designated area as required.
Ability to work a flex shift, second shift, or other shift as required by management.
Demonstrate the individual characteristics expected of Intuitive personnel, including character, capacity, energy, and experience.
Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
Clean driving record.
Ability to obtain and maintain vendor credentialing approval for operating-room access.
Comply with vaccination requirements mandated through the vendor credentialing process.
Proven track record of troubleshooting electro-mechanical systems.

Nice To Haves

One to three years of field service experience.
Associate’s degree in a related field or equivalent training or experience.
Good written and oral communication skills.
General computer skills.
Comfort working off hours with limited support.
Excellent administrative and record-keeping skills.

Responsibilities

Understand and comply with department and company policies.
Provide management with quarterly reviews and assessments of the assigned area of responsibility.
Document service activities accurately, maintain records, and provide reports to stakeholders.
Complete administrative tasks within required timeframes.
Provide technical support to end users and other Intuitive employees.
Conduct training sessions at Intuitive facilities, training centers, and hospitals.
Perform scheduled maintenance, including system inspections, preventive maintenance, software updates, recalls, field actions, and upgrades.
Troubleshoot, diagnose, and repair Intuitive products and associated equipment according to procedures and within designated timeframes.
Coordinate and perform system and hardware delivery and installation.
Follow operating-room protocols and HIPAA standards.
Complete administrative duties such as spare-parts inventory, Field Activity Reports, Return Material Authorizations, and expense reports.
Maintain company-provided items and assets, including tools, calibrated tool sets, employee vehicles, laptops, and iPads.
Collaborate with Intuitive teams to support company goals, including trade-show support and sterile-reprocessing training.
Provide feedback to headquarters and participate in continuous-improvement projects as required.
Complete required or assigned training, including product equipment training, Intuitive Surgical University classes, and professional-development courses.
Manage the assigned area, including responding to customer needs, maintaining system install-base configurations and customer contacts, building customer rapport, and supporting customer training and events.