Field Service Engineer 2

Intuitive•Vacaville, CA

10d•Onsite

About The Position

A Field Service Engineer 2 installs, supports, troubleshoots, repairs, and maintains Intuitive products in an assigned territory, ensuring service agreements and warranty obligations are fulfilled and customer expectations are exceeded. The role requires electro-mechanical systems expertise, specialized training, and strong customer service and communication skills. The engineer also provides technical support and training to end users and Intuitive employees, maintains customer and territory information, and collaborates with other teams and company initiatives. The position requires approximately 60% travel within the assigned territory and travel and expense policy. The employee must reside within 30 miles of the assigned territory location and be willing to work a flex, second, or other shift as required by the territory and management. The work may involve lifting up to 75 pounds and moving wheeled objects weighing up to 1,200 pounds.

Requirements

Preferred: 1–3 years of field service experience.
Preferred: Associate’s degree in a related field or equivalent training or experience.
Preferred: Proven track record of troubleshooting electro-mechanical systems.
Good written and oral communication skills.
General computer skills.
Strong administrative and record-keeping skills.
Clean driving record.
Ability to lift 75 pounds and move wheeled objects up to 1,200 pounds.
Ability to travel approximately 60% within the assigned territory and travel and expense policy.
Reside within 30 miles of the assigned territory location.
Willingness to work a flex shift, second shift, or other shift as required by the territory and management.

Nice To Haves

1–3 years of field service experience.
Associate’s degree in a related field or equivalent training or experience.
Proven track record of troubleshooting electro-mechanical systems.

Responsibilities

Perform scheduled maintenance in the assigned territory, 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 deliveries and installations.
Apply operating-room protocols and HIPAA standards.
Complete administrative duties within required timeframes, including spare-parts inventory, Field Activity Reports, Return Material Authorizations, and expense reports.
Maintain company-provided assets, including tooling, calibrated tool sets, the employee vehicle, laptops, iPads, and other company-owned or issued items.
Support other Intuitive teams as needed, including Sales trade-show support, sterile reprocessing training, and providing hospital contacts.
Provide feedback to headquarters and participate in continuous-improvement projects to improve processes and efficiencies.
Complete required equipment training, Intuitive Surgical University classes, and professional development courses.
Maintain the assigned territory by responding to customer needs, maintaining system Ibase configurations and customer contacts, building customer relationships, and supporting customer training and events.
Provide technical support to end users and other Intuitive employees.
Conduct training sessions at Intuitive, training centers, and hospitals.
Understand and comply with department and company policies.
Provide management with a quarterly territory review and assessment.
Travel approximately 60% within the applicable travel and expense policy.
Complete ad hoc tasks assigned by management.
Work a flex shift, second shift, or another shift as required by the territory assignment and management.