Field Service Engineer 2 - 2nd Shift

About the role

The Field Service Engineer 2 position at Intuitive is a crucial role within our dedicated team. You will be responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and exceeded, while consistently exceeding customer expectations.

Responsibilities

• Understand and comply with all department and company policies
• Provide management with a quarterly review and assessment of your assigned area of responsibility
• Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders
• Complete all administrative tasks in the required time frame
• Provide technical support to end-users and other Intuitive employees
• Conduct training sessions at Intuitive facilities, training centers, and hospitals
• Perform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
• Troubleshoot, diagnose, and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframes
• Cookbook and perform system and hardware delivery and installation
• Maintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets
• Support and collaborate with Intuitive teams to facilitate company goals
• Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficiencies
• Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management
• Manage all aspects of your assigned area of responsibility, including responding to customer needs, maintaining system install base configurations, customer contacts, establishing a rapport with assigned customer base, and providing support for customer training and events

Qualifications

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Ability to Travel up to 75% and within the travel and expense policy as required by management to fulfill the specific needs of the role
• Willingness to perform ad hoc tasks assigned by management
• Reside within a reasonable distance, typically within 30 miles, of the assigned territory location or other designated area as required by management to fulfill the specific needs of the role
• Able to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role
• Individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)

Education

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

Working Conditions

• Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
• Clean driving record
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process