Product Support Engineer, Content Asset Management
About The Position
The Product Support Engineering team provides operational and service engineering support for Intuitive’s robotic systems and integrated digital platforms. This position develops technical service content to support customer success and system uptime, investigates field issues to improve products and service processes, and resolves real-time field and customer escalations. The Product Support Engineer, Content Asset Management works with Product Design, Service Product Management, Service Application Design, Technical Support, Quality, and global stakeholders to develop, organize, and manage service content and solutions that improve field service operations, diagnostics, and knowledge management for complex surgical robotic platforms.
Requirements
- Bachelor’s degree in an engineering discipline or equivalent experience.
- At least 5 years of experience in an engineering role or equivalent experience supporting a service organization.
- Effective analytical, troubleshooting, and problem-solving skills.
- Demonstrated ability to develop clear and effective technical documentation.
- Experience reviewing and understanding complex electromechanical product or component specifications.
- Excellent written, oral, and technical communication skills; strong interpersonal skills; and ability to work effectively in cross-functional and remote teams.
Nice To Haves
- Experience with medical-device capital equipment and/or robotics.
- Experience in Field Service Engineering or hospital biomedical equipment departments.
- Experience applying Lean/Six Sigma principles in engineering or business environments; Lean Six Sigma certification from an accredited body or equivalent is desired.
- Familiarity with relational database management systems such as SQL and experience with statistical analysis tools.
- Experience with scripting languages such as Python, Matlab, or PowerShell, and the Atlassian toolset such as JIRA and Confluence.
- Experience with enterprise software and electronic documentation or quality systems such as Agile/ACCS, SAP, Salesforce, Polarion, Windchill, or Trackwise.
- Familiarity with healthcare IT and network support.
Responsibilities
- Develop and maintain service manuals, workflows, troubleshooting documentation, knowledgebase content, technical bulletins, training materials, and other service content for maintaining, installing, upgrading, diagnosing, and repairing complex surgical robotic platforms.
- Facilitate failure investigations, collect data, and conduct root-cause analysis with engineering teams to identify improvements to service workflows, fault-isolation frameworks and design, and product quality and reliability.
- Support specification definition, development, validation, documentation, release, and deployment strategies for service applications.
- Collaborate with Global Services Solutions departments and leaders to align service content asset management solutions with global operational goals and strategic vision.
- Provide real-time troubleshooting support for Tier 3 escalations by analyzing system anomalies, advising on resolution paths, and communicating promptly to support internal and external customer satisfaction.
- Assist the technical training team with creating and delivering content to global service personnel.
- Provide technical and execution support for Quality and Post-Market Surveillance activities, including Field Actions and CAPAs.
Benefits
- Market-competitive compensation package that includes base pay, incentives, benefits, and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
