Product Support Engineer, Content Asset Management
About The Position
The Product Support Engineer, Content Asset Management is part of the Product Support Engineering team, which provides operational and service engineering support for Intuitive’s robotic systems and integrated digital platforms. The role supports customer success and system uptime by developing and managing technical service content for Intuitive product platforms, investigating field issues, improving products and service processes, and resolving real-time field and customer escalations. The engineer works closely with Product Design, Service Product Management, Service Application Design, Technical Support, Quality, and global stakeholders. The role also supports service application development and deployment, tier-three troubleshooting, technical training content, and Quality/Post-Market Surveillance activities.
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.
- Demonstrated experience reviewing and understanding complex electromechanical product or component specifications.
- Excellent written, oral, and technical communication skills, strong interpersonal skills, and effectiveness in cross-functional and remote team environments.
Nice To Haves
- Medical-device capital equipment and/or robotics experience.
- Experience in Field Service Engineering or hospital biomedical equipment departments.
- Experience implementing Lean/Six Sigma principles in engineering or business environments; accredited Lean Six Sigma certification 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 Atlassian tools 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 service application specification definition, development, validation, documentation, release, and deployment strategies.
- Collaborate with Global Services Solutions departments and leaders to align service content asset management solutions with Global Services 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/Post-Market Surveillance activities, including Field Actions and CAPAs.
Benefits
- Market-competitive compensation packages, including base pay, incentives, benefits, and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
