Intuitive Surgical Careers

Field Service Support Engineer

Los Angeles, California
Customer Service and Field Support


Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-Los Angeles
Schedule: Full-time
Requisition ID: 190591

Description

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:

Install and support Intuitive products, with a focus on after-hours planned maintenance and repairs for our busiest customers. Support the growth and operational effectiveness of our customers’ surgical and advanced diagnostic programs with efficient and effective work order resolution.

Roles and Responsibilities:

• Perform planned maintenance (e.g. software upgrades, preventive maintenance, and proactive part replacement) and repairs after the last Intuitive procedure of the day.
• Monitor metrics and customer feedback to ensure work styles and shift schedules are aligned to the customer’s and company’s needs.
• Prioritize service calls based on patient impact and company strategic objectives.
• Partner with primary Field Service Engineer to help prioritize work orders, coordinate work, and manage escalations.
• Support team members in a constructive and collaborative way
• Provide call coverage for other FEs as needed, adapting work hours and communication styles as needed to provide seamless support for our customers
• Provide feedback to management team and support functions to improve processes and find efficiencies.
• Manage costs (e.g. travel and expense, overtime, freight charges, etc.) to deliver a high level of service at reasonable cost to the company.
• Complete administrative duties accurately and timely, including Field Service Order Documentation / Field Activity Reports, Return Material Authorizations, Expense Reports, Training/Certification, Vendor Credentialing, etc...
• Understand and operate within standard and site-specific Operating Room protocol.
• Perform pre-site verifications to prepare sites for successful system installations.
• Assist in coordination of system delivery (e.g. confirming site readiness)
• Perform system installations.
• Install system upgrades.
• Perform maintenance inspections as required to ensure system meets performance specifications.
• Maintain accurate configurations of installed base.
• Manage spare parts inventory.
• Support trade show activity.
Qualifications

Skill/Job Requirements: 

• 0-2 years of experience as a Field Service Engineer, including experience in the medical device industry (or similar experience)
• BS in electrical, mechanical, or biomedical engineering, or equivalent training combined with experience
• Self-managed, and ability to solve problems independently
• Working knowledge of O.R. protocol
• Ability to meet all customer vendor credentialing requirements
• Travel up to 30%
• Ability to independently troubleshoot complex electro-mechanical systems including original systems failures
• Intermediate Computer Skills
• Strong administrative and record keeping skills
• Strong written and oral communication skills
• Able to lift 50 lbs
• Authorization to work in the US is a prerequisite for employment
• Sponsorship of work visa is not available


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.