Intuitive Surgical Careers

Quality Inspection Failure Analysis

US-MS-Southaven, Mississippi
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-Mississippi-US-MS-Southaven
Schedule: Full-time
Requisition ID: 182814


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.


Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.


Primary Function of Position:

The F/A Tech is responsible for the timely processing and dispositioning of all returned Instruments and Accessories materials to scrap or FGI.

Roles and Responsibilities:

• Process, disposition, and track related returns. o Process specific returns requiring sterilization to ensure safe handling.

o Receive returned materials in the Complaint System.
o Perform failure analysis of defective instruments and accessories by evaluating the mechanical and electrical characteristics of returned items
o Perform credit analysis of returned instruments and accessories- defective and/or excess

• Manage discrepant returns (recordation and reconciliation) to enable RMA processing.

o Store and dispose of dispositioned instruments and accessories.
o Recommend/implement RMA process workflow improvements.

• Drive davinci standard, S, and Si systems and able to perform functional tests.
• Dispose bio-hazardous material post sterilization as required and maintain the necessary documentation for disposal
• Perform “Purging tasks” for all the completed RMA’s and process the instruments as required
• Assist FA team on regulatory requirements in resolving “Reportable I/A” events and “Recalled” instruments
• Review and maintain DOP’s and SOP’s pertaining to I/A RMA operations


Skill/Job Requirements:

• One to five years related experience or training, or equivalent combination of education and experience.

o Understanding of Customer Service, Field Service, Manufacturing Engineering, Production, Quality Product Inspection and Quality & Regulatory Affairs operational and informational needs desirable.
Previous work experience in Production, or Quality Inspection is desirable.
o Knowledge of Good Manufacturing Practices & Quality Systems Regulations is desirable.

• Understanding of Business Information Systems (i.e., SAP ERP and CRM & Agile).

o Ability to verify assembly documentation accuracy and to read engineering drawings, etc. is a plus.
o Must be proficient in the use of Microsoft Office suite of applications.


We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.