Field Service Engineer

Intuitive

About The Position

A Field Service Engineer installs, supports, troubleshoots, repairs, and maintains Intuitive products in an assigned territory, fulfilling service agreements and warranty obligations while exceeding customer expectations. The role requires expertise in electro-mechanical systems, specialized training, and strong customer service, communication, and time-management skills. With time served, a Field Service Engineer 3 may mentor junior engineers, perform regional administrative tasks, and participate in new product introductions and process improvement initiatives.

Requirements

A university or college degree in science or a technical engineering field, or equivalent; alternatively, five years of equivalent work experience, or three years of experience and a master's degree.
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, with time served.
Teaching and presentation skills.
Strong administrative and record-keeping skills.
Ability to independently troubleshoot complex electro-mechanical systems.
Ability to travel up to 50–70%, dependent upon 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, including system inspections, preventive maintenance, software updates, recalls, field actions, and upgrades.
Troubleshoot, diagnose, and repair Intuitive products and associated equipment in the assigned territory in accordance with procedures and designated timeframes.
Coordinate and perform system and hardware delivery and installation.
Complete administrative duties, including spare parts inventory, Field Activity Reports, Return Material Authorizations, and expense reports, within prescribed timeframes.
Maintain company-provided or issued tools, calibrated tool sets, employee vehicle, laptops, iPads, and other assets.
Support Intuitive teams as needed, including assisting Sales teams at trade shows, providing customer phone support, and sharing hospital contacts with other teams.
Provide feedback to headquarters and participate in continuous improvement projects to improve processes and efficiencies.
Complete required training, including product equipment training, Intuitive Surgical University classes, and professional development courses as directed by management.
Maintain the assigned territory by responding to customer needs, maintaining system install-base configurations and customer contacts, building customer rapport, and supporting customer training and events.
Mentor junior Field Service Engineers in maintenance, customer service, and administrative functions as directed by management.
Participate in new product introduction initiatives as required by management and product support.
Participate in regional continuous process improvement projects as required by management, product support, engineering, and other cross-functional groups.
Support service contract renewals as required.