Field Service Engineer

Intuitive

About The Position

Intuitive Surgical is seeking a Field Service Engineer to manage customer technical relations after the sale of Intuitive Surgical products in an assigned territory. The role serves as a senior technical expert on da Vinci Surgical Systems across all platforms and requires independent work, prioritization of technical escalations, and clear expectation-setting with customers and Intuitive colleagues. The engineer supports system installation, reliability, functionality, uptime, repairs, technical training, and service contract discussions. The position also involves independently managing administrative records and resources, and supporting Sales, Training, and Marketing events. Travel may be up to 80%, depending on account distribution.

Requirements

Experience as a Field Service Engineer, including experience 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 protocol.
A track record of solid customer relationships with surgeons and hospital staff.
Proven track record providing training support.
Ability to present the value proposition of service offerings.
Proven ability to independently troubleshoot complex electromechanical systems.
Ability to travel up to 80%, depending on account distribution.

Nice To Haves

College degree in applied science or engineering, or equivalent training or experience, which may include extensive coursework or study in engineering or applied science.

Responsibilities

Serve as a senior technical expert on da Vinci Surgical Systems across all system platforms.
Analyze customer requirements and coordinate pre-site planning and installation to support effective system installation.
Independently manage and schedule planned and unplanned customer appointments to maximize system reliability and functionality and achieve uptime guarantees.
Assess and determine follow-up visits to support system reliability.
Use independent judgment to assess and repair Intuitive Surgical products.
Identify product or process improvement opportunities and provide recommendations or feedback to Product Support and Product Engineering.
Discuss service contract renewals with hospitals and present the value of Intuitive Surgical service offerings.
Assess customers’ technical training needs in the operating room and provide technical training or support as required.
Manage administrative duties, including spare parts inventory, returned material authorizations, calibrated equipment, training documentation, preventive maintenance scheduling, service contract billing, system configurations, and call escalation database data.
Support Sales, Training, and Marketing events by analyzing potential issues and developing strategies to resolve them.