Company Description
会社の説明
Intuitiveでは、果たすべき使命に向けて皆で団結して取り組みます。当社は、低侵襲治療は生活をより豊かにする治療であると考えています。独創性とインテリジェントなテクノロジーを通じて医師の潜在能力を広げ、制約なく治療できるようにします。
私たちは、ロボット支援手術におけるパイオニアであり市場リーダーとして、インクルーシブで多様性のあるチームの育成に努め、変化を生み出すことに尽力しています。25年以上にわたり、世界中の病院や医療チームと協力して、ヘルスケアのいくつかの最も困難な課題の解決を支援し、可能なことを前に進めてきました。
Intuitiveは、さまざまなバックグラウンドを持つ優秀な人材の努力によって成り立っています。優れたアイデアはどこからでも得られると信じ、私たちは、思考の多様性と相互の尊重に根差したインクルーシブな文化の醸成に努めます。また、包摂性（インクルージョン）を持ってチームメンバーを指導し、ありのままの自分で最高の仕事ができるよう力づけます。
変化を生み出すことを望む情熱的な人々が、当社の文化の原動力となっています。私たちのチームメンバーは、誠実さを重視し、高い学習能力と物事をやり遂げるエネルギーを持ち、当社が新しい考え方ができるよう多様な実体験をもたらします。私たちは、チームメンバーが引き続き当社の使命を遂行し、最大限の可能性を実現できるよう、積極的に投資して彼らの長期的な成長をサポートします。
医療従事者と患者さんのグローバルなコミュニティを目指して大きく躍進しようと尽力しているチームの一員になってください。一緒に、低侵襲治療の向上に取り組みましょう。
Job Description
Position Summary
The Field Service Engineer I will follow procedures to execute safe maintenance, basic repair activities and instrument support on Intuitive products such that customer needs, service agreements and warranty obligations are satisfactorily fulfilled.
Deliver a positive customer experience by exceeding customer expectations and maintaining customer satisfaction to the highest possible level.
Provide customer training on basic troubleshooting and system handling best practices to support the growth and operational effectiveness of our customers’ surgical and advanced diagnostic programs.
Leverage other field engineers, technical support, and product support engineering for advanced troubleshooting and repairs.
Roles and Responsibilities
Goal Achievement – serving our customers
- Manage all maintenance and basic technical support needs of the customer, including surgical and diagnostic systems
- Effectively engage in advanced troubleshooting and technical support with support of da Vinci Surgery Technical Assistance Team(dVSTAT) and other FE staff
- Perform pre-installation site verifications, assist in coordination of system delivery, and perform system installation
- Ensure that service calls are handled speedily, fully, and professionally with support of Manager and other FE staff as needed including:
- Installations
- System upgrades
- Contract renewals
- Preventative Maintenance
- Annual Sterilization and Reprocessing site reviews
- Defective Instrument & Accessories handling
- Onsite® implementation
- AEX (advance exchange program) and paid repair support
- Other
- Ensure that service activities are performed and implemented per service agreement / warranty requirements for designated customer accounts
- Prioritize service calls based on patient impact and company strategic objectives
- Partner with sales representatives and other team members to coordinate work, manage escalations, and to inform prioritization of activities
- Ensure that when adverse events occur that relevant persons are informed: regional field service manager, sales representative, and others as applicable
- Provide limited support to teammates in constructive and collaborative manner including providing call coverage for other FEs as needed
- Understand and operate within standard and customer-specific operating room protocol.
- Support complete Instrument and accessory (I&A) customer complaint resolution and prevention, including:
- Basic and advanced instrument functionality and troubleshooting including system interaction and dependencies
- Performance of annual sterilization & reprocessing site reviews for designated customers, with support of Sterile Reprocessing Specialist (SRS) as needed
- Customer training to improve efficacy and compatibility of sterilization & reprocessing processes, with support of Sterile Reprocessing Specialist (SRS) as needed
- Handling of defective instruments and accessories including complaint submission and correct packaging / shipping of product to designated location (Support of High RMA etc. led by SRS)
Customer Relationship Management & Training / Education
- Provide training for customer staff (ME, robotics coordinator, or others) in basic troubles shooting and system management best practices with the goal of increasing system reliability and reducing avoidable field service engineer intervention
- Develop rapport with hospital staff including surgeons, robotics coordinators, and MEs
- Train end users on new features or enhancements made to existing features including new IFUs etc.
- Provide ongoing training / support for I&A reprocessing (cleaning & sterilization) to reduce defective instrument rates and adherence to company directives
Personal Management and Administrative Work
- Monitor metrics and customer feedback to ensure that work style / shift schedule aligns to the customer’s needs and company requirements
- Manage costs (travel & expense, overtime, freight charges, etc.) to deliver high service level to the customer while also reducing cost as much as possible
- Complete administrative duties accurately and in timely manner including:
- Service Order documentation
- Field Activity Reports (FAR)
- Return Material Authorizations (RMA)
- Expense reporting, HR work time, etc.
- Manage spare parts inventory
- Support trade show activities
- Maintain a basic understanding of the clinical principles of minimally invasive surgery and diagnostic systems to better understand and address customer complaints
- Continual process improvement – provide feedback to management team and support functions to improve processes and final efficiencies
Qualifications
Skill/Job Requirements
- Minimum education: Biomedical engineering or electrical degree, preferred
- Minimum 1 to 3 years of field service experience, preferred
- Proven ability in troubleshooting electro-mechanical systems, required
- Strong administrative and record keeping skills, required
- Good written and oral communication skills, required
- General computer skills, required
- Ability to travel, up to 75%+, required
- Able to lift 45kg and move object up to 540kg, required
- English reading and writing ability and Japanese native level, required
- Strong English oral ability, preferred
- Driver’s license
Other Expectations
- Occasional overseas travel required
Additional Information
退役軍人の地位、障がいの有無、遺伝情報、連邦・州・地域の適用法で保護されているその他地位に関係なく、すべての適格な応募者および従業員に均等に雇用機会を提供し、かつあらゆる種類の差別や嫌がらせを禁止します。
当社は、雇用機会均等法に従い、逮捕歴や犯罪歴のある適格な応募者の雇用を検討します。
Shift: Day
Travel: None
