Field Service Engineer

Intuitive

About The Position

The Field Service Engineer installs, supports, troubleshoots, repairs, and maintains Intuitive products within an assigned territory, fulfilling service agreements and warranty obligations while exceeding customer expectations. The role requires expertise in electromechanical systems, specialized product training, and strong customer service, communication, and time-management skills. It also includes regional administrative work, support for new product introductions, and participation in process-improvement initiatives.

Requirements

A university or college degree in science or technical engineering, or equivalent; alternatively, five years of equivalent work experience, three years of experience and a master's degree, or a PhD without experience.
Strong written and oral communication skills in the market's local language(s) and English.
Strong interpersonal skills.
Strong technical knowledge of Intuitive Surgical products, developed with time served.
Teaching and presentation skills.
Strong administrative and record-keeping skills.
Ability to independently troubleshoot complex electromechanical systems.
Ability to travel up to 50–70%, depending on account distribution and region.

Nice To Haves

Knowledge of operating room protocol.
A track record of solid customer relationships with surgeons and hospital staff.

Responsibilities

Perform scheduled maintenance in the assigned territory, including inspections, preventive maintenance, software updates, recalls, field actions, and upgrades.
Troubleshoot, diagnose, and repair Intuitive products and associated equipment according to procedures and designated timeframes.
Coordinate and perform system and hardware delivery and installation.
Complete administrative duties on time, including spare-parts inventory, Field Activity Reports, Return Material Authorizations, and expense reports.
Maintain company-provided or issued items, including tools, calibrated tool sets, the employee vehicle, laptops, iPads, and other assets.
Support company teams as needed, including assisting Sales at trade shows, providing customer phone support, and sharing hospital contacts with other teams.
Provide feedback to headquarters and participate in continuous-improvement projects.
Complete required product training, Intuitive Surgical University classes, and professional-development courses.
Maintain the assigned territory by responding to customer needs, maintaining system install-base configurations and customer contacts, building customer relationships, and supporting customer training and events.
Mentor junior Field Service Engineers in maintenance, customer service, and administrative functions when directed.
Participate in new product introduction initiatives and regional process-improvement projects as required.
Support service contract renewals as required.