“For me, engineer means problem solver,” says Allie Othman, a field service engineer (FSE) at Intuitive. “If you have that troubleshooting mindset, ask the right questions, and communicate well, you can be a field service engineer.” With a background in bio-electronical engineering and a love for working in hospitals, Allie, who is gender fluid and uses she/they/he pronouns, found her calling in a role that blends technical expertise, autonomy, and human connection. Today, she supports both her home region of Chicago and sites across the U.S., helping Intuitive systems stay up and running so patients can get the care they need.
Tell us a bit about your background and what brought you to Intuitive.
I studied bio-electronical engineering, and when I graduated, I wasn’t sure what I wanted to do—but I knew I wanted two things: to work with people, preferably in a hospital setting, and to be challenged. I got a job as a field engineer in diagnostic X-ray, and even though I didn’t know what field service really was at first, I quickly found I really enjoyed the lifestyle. I liked the autonomy, the flexibility, and especially being the solution people call when they need help. It’s rewarding knowing that you’re the person who’s going to make their day better.
That customer interaction, combined with the technical aspect, really clicked for me. When the direction of my previous company and I no longer aligned, I started looking—and that’s when Intuitive recruited me. I reached out to a connection who worked here, and he shared his experience. Once I interviewed, I really liked the people I met, and since joining, I’ve been blown away by how much Intuitive genuinely cares about both its employees and customers. You feel like this is a company trying to do right by everyone.
What’s it like being a field service engineer at Intuitive?
When I joined, they were looking for a traveling FSE—basically someone who supports their home region and then travels to wherever we need an extra set of hands. It’s worked out perfectly for me, because I love to travel and see new places. So, I balance serving Chicago, where I’m based, with filling gaps in other regions.
As an FSE, I’m responsible for servicing all Intuitive products in a clinical setting. So, I help install new equipment and do repairs for da Vinci and Ion. It’s all about making sure our systems are up and running so doctors can do what’s most important—helping patients.
While there’s a huge technical and engineering part of the job, it’s also very much about people and communication. We want to be flexible and meet the customer where they are—and we want them to know we’re solving whatever problem they have. A lot of what I’ve learned on the job is how to talk to all kinds of people, from surgeons to care teams to colleagues from different regions of the country.
Tell us more about that learning curve. How did you prepare for working out in the field—and how have you continued to learn and grow?
The training here is amazing—they teach you everything you need to know. But I think the most important thing is learning where your resources are, so that you can always reference the material; things change fast, so it’s about knowing where to turn for answers.
And that of course includes your team! One of the best things about Intuitive is the support it gives you overall, no matter who you are. I have so many FSEs I can go to directly with questions. Our technical support team is there when new or complex fixes come up. And I feel very comfortable calling any manager if I need help with a tricky situation.
I think if you have a problem-solving mindset and a solid foundation of soft skills, you can learn what you need to succeed as an FSE here.
Why is this an exciting time to be at Intuitive? What do you look forward to?
It’s really cool to be on the forefront of the surgical landscape—Intuitive’s innovations can make people’s lives better. I don’t have as much of a design-focused brain as some engineers, so I think I’m even more blown away by our technology when I see surgeons using it. With da Vinci 5, for example, the completely redesigned surgeon console and vision tower means doctors have an even better experience. That starts this cycle where they are more confident in our technology and can perform more procedures—and that means they can help more patients. Having surgery is scary for anyone and easing that burden as much as possible is so fulfilling.
When I think about my own future, my manager keeps asking if I’m ready to transition away from the traveler role—and I keep saying no! It’s given me the opportunity to help define what the traveler role looks like for the company nationally. We’re trying to make it a critical part of service, keeping continuous service for our customers. And I’m also getting to think about service through a global lens: How do we make our field team more unified despite different regulations and customs? How can we derive our best practices globally? To apply Intuitive’s one team mindset on a global scale and knowing that my journey might carve a path for people who come after me—that’s exciting.
