Field Service Engineer

Intuitive

About The Position

A Field Service Engineer installs, supports, troubleshoots, repairs, and maintains Intuitive products within an assigned territory. The role ensures service agreements and warranty obligations are fulfilled while exceeding customer expectations. It requires expertise in electro-mechanical systems, specialized training, and strong customer service and communication skills. The position may be filled at a different job level depending on operational needs or the selected candidate’s experience.

Requirements

A university or college degree in science or technical engineering, or 2–4 years of equivalent work experience.
Strong written and oral communication skills in the market’s local language(s) and English.
Good interpersonal skills.
Strong administrative and record-keeping skills.
Proven ability to troubleshoot complex electro-mechanical systems independently.
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, including system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades.
Troubleshoot, diagnose, and repair Intuitive products and associated equipment in the assigned territory, following 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 company-owned items, including tooling, calibrated tool sets, an employee vehicle, laptops, and iPads.
Support Intuitive teams as needed, including assisting Sales with 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 efficiency.
Complete required equipment training, Intuitive Surgical University classes, and professional development courses.
Manage 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.
Support service contract renewals as required.