Field Service Support Engineer 2

Intuitive•Denver, CO

15d

About The Position

As a Field Service Support Engineer 2 at Intuitive, you will be an integral part of our dedicated team, responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your management designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and surpassed, while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, acquired through specialized training, as well as exceptional customer service and communication skills. As a Field Service Support Engineer 2, you will have the opportunity to work closely with our valued customers, providing technical expertise, resolving issues, and delivering outstanding support. Join us in our commitment to excellence and innovation as we continue to revolutionize the industry. This is a newly introduced shift offering at Intuitive, designed to expand our support coverage and provide greater flexibility for our customers and teams. The role requires up to 75% overnight travel, both within and outside your assigned territory, depending on evolving business needs.

Requirements

Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
Ability to Travel up to 50% and within the travel and expense policy as required by management to fulfill the specific needs of the role
Willingness to perform ad hoc tasks assigned by management
Reside within a reasonable distance, typically within 30 miles, of the assigned territory location or other designated area as required by management to fulfill the specific needs of the role
Ability to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role
Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)
N/A
Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
Clean driving record
Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process

Nice To Haves

1-3 years of Field Service Experience preferred
Associate’s degree in related field or equivalent training/experience preferred
Proven track record of troubleshooting electro-mechanical systems required
Good written and oral communication skills
General computer skills
Comfortable working off hours with limited support
Excellent administrative and record keeping skills

Responsibilities

Understand and comply with all department and company policies
Provide management with a quarterly review and assessment of your assigned area of responsibility
Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders
Complete all administrative tasks in the required time frame
Provide technical support to end-users and other Intuitive employees
Conduct training sessions at Intuitive facilities, training centers, and hospitals
Perform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
Troubleshoot, diagnose, and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframes
Coordinate and perform system and hardware delivery and installation
Competent in knowledge and implementation of O.R. protocol and HIPAA standards
Complete all administrative duties, which include, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within specified timeframes
Maintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets
Support and collaborate with Intuitive teams to facilitate company goals; eg. Assist Sales teams with trade show support, assist Genesis teams with sterile reprocessing training, provide hospital contacts to other Intuitive teams, etc…
Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficiencies
Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management
Manage all aspects of your assigned area of responsibility, including responding to customer needs, maintaining system install base configurations, customer contacts, establishing a rapport with assigned customer base, and providing support for customer training and events