Field Service Engineer

Intuitive

41d • Hybrid

About The Position

The Field Service Engineer contributes to improving the safety and efficiency of medical sites through product maintenance, repair, and technical support based on customer service contracts. This role involves providing basic system operation training and troubleshooting. The engineer will collaborate with technical support and product support for issues and repairs. They will work with teams and sales representatives to maximize customer satisfaction through prompt and accurate service. The position supports the safe operation of the da Vinci surgical system, aiming to reduce the workload of medical professionals and ensure patient safety.

Requirements

• Troubleshooting experience with medical devices or electro-mechanical systems (2 years preferred).
• High communication skills for customer interaction and coordination with internal/external stakeholders.
• Administrative skills for accurate service reporting and administrative tasks.
• General PC skills, including Microsoft Office.
• Associate degree or higher (preferably in biomedical engineering or electrical engineering).
• Native level Japanese proficiency.
• English proficiency for necessary reading and writing for business.
• Valid driver's license.
• Experience in medical device-related internal/external training is a plus.

Nice To Haves

• Bachelor's degree or higher in biomedical engineering or electrical engineering.
• Field service experience in the medical device field (1-3 years preferred).
• Oral communication skills for customer interaction and technical explanations in English.
• Experience in teamwork or project promotion in a medical setting is a plus.

Responsibilities

• Perform product maintenance and identify basic support needs, including surgery and diagnostic programs.
• Conduct advanced troubleshooting and technical support with assistance from technical support and other FSEs.
• Handle system installation and upgrade tasks from pre-verification to delivery.
• Execute service calls professionally and promptly, including installations, system upgrades, contract renewals, preventive maintenance, annual reviews for cleaning/sterilization, I&A malfunction support, on-site training, and support for AEX (advance exchange program) and paid repairs, with manager or other FSE support as needed.
• Provide services in accordance with service and warranty contracts.
• Prioritize service calls based on patient impact and company strategy.
• Collaborate with sales representatives and team members, manage escalations, and share priorities.
• Share information with relevant parties (managers, sales representatives, etc.) in case of adverse events.
• Provide support to team members as much as possible, such as covering other FSEs' calls.
• Understand and operate standard and customer-specific operating room protocols.
• Resolve and prevent complaints related to I&A, including troubleshooting instrument functions and system interactions/dependencies.
• Conduct annual reviews related to cleaning and sterilization with SRS support as needed.
• Provide customer training for improving cleaning and sterilization effectiveness and suitability with SRS support as needed.
• Handle I&A malfunctions, complaint reporting, and correction of packing/shipping (with SRS support for RMA items).
• Provide training and support to customer staff (CE, robotics coordinator, etc.) on basic troubleshooting and system management best practices.
• Build trust with hospital staff, including surgeons, da Vinci coordinators, and CEs.
• Conduct end-user training for upgrades of existing functions, such as user manual updates.
• Continuously provide training and support for I&A cleaning and sterilization to reduce instrument malfunctions and excessive inquiries.
• Monitor performance metrics and customer feedback to align work style and shift schedules with customer needs and company expectations.
• Manage expenses (travel, overtime, shipping, etc.) with a focus on cost reduction while delivering high-quality service.
• Accurately complete administrative tasks (service orders, report creation, expense reimbursement, etc.) by deadlines.
• Manage inventory of spare parts.
• Provide support for exhibitions.
• Understand the basic clinical principles of minimally invasive surgery and diagnostic systems to deeply understand and appropriately respond to customer complaints.
• Contribute to continuous process improvement by providing feedback to the management and support teams.

Benefits

• Remote work system available.
• Flexible work hours system implemented.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree