Service Support Engineer 2

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

Description:

A Field Service Support Engineer 2 will support an assigned region or temporarily assigned territory with planned maintenance activities or other actions as required. When required; install, support, troubleshoot, repair, and otherwise maintain all Intuitive products in an assigned region/territory ensuring all service agreements and warranty obligations are fulfilled and exceeding customer expectations.  This requires expertise in electro-mechanical systems, specialized training, as well as excellent customer service and communication skills.

Responsibilities:

• Perform all types of scheduled maintenance activities for an assigned territory including, but not limited to; system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
• Troubleshoot, diagnose, and repair all Intuitive products and associated equipment within a specified territory or region in accordance with procedures and within designated timeframes
• Coordinate and perform system and hardware delivery and installation
• Competent in knowledge and implementation of O.R. protocol and HIPAA standards
• Complete all administrative duties including, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed timeframes
• Maintain all Intuitive provided items to include: issued tooling, calibrated tool sets, employee vehicle, laptops, iPads, and any other company owned or issued assets
• Support Intuitive teams as required to facilitate company objectives; eg. Assist outside territories during times of an open territory or during absence of assigned Field Service Engineer, assist Sales teams with trade show support as required, assist Genesis teams with sterile reprocessing training as required, provide hospital contacts to other Intuitive teams as required, etc.…
• Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies
• Complete all required training items to include, but not limited to; equipment training for all Intuitive products you may need to support, Intuitive Surgical University classes as required, and professional development courses as required by management
• Maintain all aspects of a temporarily assigned territory or region to include, but not limited to; responding to customer needs, establishing a rapport with assigned customer base, and supporting customer training and events as required

Additional Responsibilities:

• Conduct training sessions at ISI, training centers, and hospitals
• Understand and comply with all department and company policies
• Provide management with a quarterly territory review and assessment
• Complete all administrative tasks in the required time frame
• Ability to Travel ~80% within the travel and expense policy
• Ad hoc tasks assigned by management
• Reside within 30 miles of an airport and within a designated city in your assigned region
• Willing to work a flex shift, second shift, or other as required by territory and management
• Demonstrate individual characteristics expected of Intuitive personnel (e.g. Character, capacity, energy, experience)

Qualifications

Competency Requirements: 

Competency is based on: education, training, skills and experience. In order to adequately perform the responsibilities of this position the individual must have: 

• 1-3 years of Field Service Experience preferred

• Associate’s degree in related field or equivalent training/experience preferred

• Proven track record of troubleshooting electro-mechanical systems preferred

• Good written and oral communication skills

• General computer skills 

• Strong administrative and record keeping skills

• Clean driving record

• Able to lift 75 lbs and move wheeled objects up to 1200 lbs 

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

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. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.