Field Service Engineer 2 - 2nd Shift

Intuitive•Nashua, NH

About The Position

Intuitive is introducing a second shift to expand support coverage and provide greater flexibility for customers and teams. Field Service Engineers on this shift work Monday through Friday, generally between 2:00 p.m. and 11:00 p.m., supporting late-day procedures, extended troubleshooting windows, and after-hours requests. The role requires up to 75% overnight travel within and outside the assigned territory, depending on business needs. The description also outlines schedules for Weekend Traveler FSSEs, including extended Friday and Monday shifts and weekend shifts; it does not state that this position is a Weekend Traveler FSSE. The Field Service Engineer 2 is responsible for installing, supporting, troubleshooting, repairing, and maintaining Intuitive products within a management-designated area of responsibility. The role ensures service agreements and warranty obligations are met while delivering strong customer service. It requires expertise in electro-mechanical systems acquired through specialized training, along with strong communication skills. The engineer works directly with customers to provide technical expertise, resolve issues, and support Intuitive's commitment to excellence and innovation.

Requirements

Demonstrated ability to work effectively as part of a team with colleagues, customers, and other stakeholders.
Ability to identify, analyze, and efficiently resolve technical issues using problem-solving and critical-thinking skills.
Strong time-management skills, including prioritizing tasks, meeting deadlines, handling multiple assignments, and maintaining attention to detail.
Ability to travel up to 75% and comply with travel and expense policies as required by management.
Willingness to perform ad hoc tasks assigned by management.
Reside within a reasonable distance—typically within 30 miles—of the assigned territory location or other designated area, as required by management.
Ability to work a flex shift, second shift, or another shift as required by management.
Demonstrate 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 by the vendor credentialing process.
Proven track record of troubleshooting electro-mechanical systems.

Nice To Haves

One to three years of field service experience preferred.
Associate’s degree in a related field or equivalent training or experience preferred.
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 comprehensive 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 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.
Apply operating room protocols and HIPAA standards.
Complete administrative duties, including spare-parts inventory, Field Activity Reports, Return Material Authorizations, and expense reports.
Maintain company-provided assets, including tools, calibrated tool sets, employee vehicles, laptops, iPads, and other equipment.
Collaborate with Intuitive teams to support company goals, including assisting Sales teams at trade shows and Genesis teams with sterile reprocessing training.
Provide feedback to headquarters and participate in continuous-improvement projects to improve processes and identify efficiencies.
Complete required or assigned training, including product equipment training, Intuitive Surgical University classes, and professional development courses.
Manage the assigned area of responsibility, respond to customer needs, maintain system install-base configurations and customer contacts, build rapport with customers, and support customer training and events.