Company Description
It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.
We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.
The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.
If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.
Job Description
Primary Function of Position:
Intuitive Surgical is widely considered the most exciting medical device company in the world today. Surgeons worldwide are changing the way surgery is performed by utilizing our robotic surgical device, the da Vinci® Surgical System, to enhance their surgical precision and greatly improve patient benefits. We have attracted some of the best and brightest on our team and now we are seeking a Field Service Engineer II manage Customer Technical Relations after the point of Sale on All Intuitive Surgical Products, in an assigned territory. This position will require you to work independently, manage and prioritize technical escalations, and establish and maintain expectations with both the direct customer and other Intuitive surgical employees.
Roles and Responsibilities:
- Field service Engineer supporting all da Vinci® Surgical platforms
- Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
- Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved. Assess and determine follow up visits to ensure maximum system reliability.
- Use discretion and independent judgment when assessing the functionality and Repairing Intuitive Surgical products.
- Use discretion and independent judgment when assessing customer-training needs with respect to technical training in an Operating Room environment, and provide both technical training and or technical support as required.
- Independently manage all administrative duties of role that includes but are not limited to; Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database.
- Support Sales Training and Marketing events by analyzing potential issues and develop independent strategies to resolve.
- Engage service contract renewal discussion with hospitals by presenting the value proposition of Intuitive Surgical’s service offerings
- Help train, coach, mentor, and onboard field engineers.
- 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
- Customer training to improve efficacy and compatibility of sterilization & reprocessing processes
- 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)
- Enforcement of rules and processes of other departments
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.
- Provide technical support for new FE training
- Provide limited technical support for CE seminar, dVCC and other activities as needed
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
- Bachelors degree in Biomedical, Electronics engineering preferred; or equivalent training/experience which may include extensive course work or study in the field of engineering or applied science
- 3-7 years of experience as a Field Service Engineer required, experience with high capital medical devices preferred.
- Strong written and oral communication skills
- Good interpersonal skills
- Good administrative and record keeping skills
- Good knowledge of Operating Room protocol
- Track record of solid customer relationships with Surgeons and Hospital staff
- Proven ability to independently troubleshoot complex electro-mechanical systems
- An ability to travel up to 40%, dependent upon account distribution
Other Expectations
- Occasional overseas travel required
Additional Information
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.
Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).
For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.
This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.
Shift: Day
