Product Support Engineer
About The Position
The Product Support Engineer is responsible for providing operational and service engineering support of the Intuitive’s Robotic System Platforms. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing). Primary focus of this Product Support Engineer will be supporting Field Service’s Quality Portfolio, providing expertise in Field Service Process Design-Assurance, Service Design Control, Field Equipment Quality Management, Field Action Management, CAPAs and Audit Support.
Requirements
- Bachelor’s degree in Engineering discipline or equivalent experience required.
- Minimum 8 years experience in Engineering Role or equivalent experience supporting service organization required.
- Possesses effective analytical, troubleshooting and problem-solving skills.
- Demonstrated ability in developing effective technical documentation.
- Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
- Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.
Nice To Haves
- Medical device capital equipment experience preferred.
- Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments.
- Lean Six Sigma Certification by an accredited body or equivalent desired.
- Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.
- Experience with scripting languages (e.g. Python, Matlab, PowerShell etc.) and Atlassian toolset (e.g. JIRA, Confluence) a plus.
- Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)
- Familiarity with PACS, Healthcare IT and Network Support a plus.
- Familiarity/experience with CAD tools (Solidworks) a plus.
Responsibilities
- Provide real-time troubleshooting support of “Tier-3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing)
- Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
- Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.
- Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.
- Develop and manage field tooling and solutions (hardware, software, infrastructure tools).
- Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identifying product design, service and quality improvement opportunities.
- Identify and drive service-business process-improvements and standardization.
- Identify and assist technical training team in delivery of training needs for global service personnel.
- Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)
Benefits
- market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
