Field Service Engineer 2

Intuitive

11h • Onsite

About The Position

Intuitive Surgical is widely considered the most exciting medical device company in the world today. Surgeons worldwide are changing the way surgery is performed by utilizing our robotic surgical device, the da Vinci® Surgical System, to enhance their surgical precision and greatly improve patient benefits. We have attracted some of the best and brightest on our team and now we are seeking a Field Service Engineer II manage Customer Technical Relations after the point of Sale on All Intuitive Surgical Products, in an assigned territory. This position will require you to work independently, manage and prioritize technical escalations, and establish and maintain expectations with both the direct customer and other Intuitive surgical employees.

Requirements

• Bachelors degree in Biomedical, Electronics engineering preferred; or equivalent training/experience which may include extensive course work or study in the field of engineering or applied science
• 3-7 years of experience as a Field Service Engineer required, experience with high capital medical devices preferred.
• Strong written and oral communication skills
• Good interpersonal skills
• Good administrative and record keeping skills
• Good knowledge of Operating Room protocol
• Track record of solid customer relationships with Surgeons and Hospital staff
• Proven ability to independently troubleshoot complex electro-mechanical systems

Nice To Haves

• experience with high capital medical devices preferred.

Responsibilities

• Field service Engineer supporting all da Vinci® Surgical platforms
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved.
• Assess and determine follow up visits to ensure maximum system reliability.
• Use discretion and independent judgment when assessing the functionality and Repairing Intuitive Surgical products.
• Use discretion and independent judgment when assessing customer-training needs with respect to technical training in an Operating Room environment, and provide both technical training and or technical support as required.
• Independently manage all administrative duties of role that includes but are not limited to; Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database.
• Support Sales Training and Marketing events by analyzing potential issues and develop independent strategies to resolve.
• Engage service contract renewal discussion with hospitals by presenting the value proposition of Intuitive Surgical’s service offerings
• Help train, coach, mentor, and onboard field engineers.
• Support complete Instrument and accessory (I&A) customer complaint resolution and prevention, including: Basic and advanced instrument functionality and troubleshooting including system interaction and dependencies Performance of annual sterilization & reprocessing site reviews for designated customers Customer training to improve efficacy and compatibility of sterilization & reprocessing processes Handling of defective instruments and accessories including complaint submission and correct packaging / shipping of product to designated location (Support of High RMA etc. led by SRS) Enforcement of rules and processes of other departments
• Customer Relationship Management & Training / Education Provide training for customer staff (ME, robotics coordinator, or others) in basic troubles shooting and system management best practices with the goal of increasing system reliability and reducing avoidable field service engineer intervention
• Develop rapport with hospital staff including surgeons, robotics coordinators, and MEs.
• Train end users on new features or enhancements made to existing features including new IFUs etc.
• Provide ongoing training / support for I&A reprocessing (cleaning & sterilization) to reduce defective instrument rates and adherence to company directives.
• Provide technical support for new FE training
• Provide limited technical support for CE seminar, dVCC and other activities as needed
• Personal Management and Administrative Work Monitor metrics and customer feedback to ensure that work style / shift schedule aligns to the customer’s needs and company requirements.
• Manage costs (travel & expense, overtime, freight charges, etc.) to deliver high service level to the customer while also reducing cost as much as possible
• Complete administrative duties accurately and in timely manner including: Service Order documentation Field Activity Reports (FAR) Return Material Authorizations (RMA) Expense reporting, HR work time, etc.
• Manage spare parts inventory
• Support trade show activities
• Maintain a basic understanding of the clinical principles of minimally invasive surgery and diagnostic systems to better understand and address customer complaints
• Continual process improvement – provide feedback to management team and support functions to improve processes and final efficiencies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level