Field Service Engineer 2

About the Role

As a Field Service Support Engineer 2 at Intuitive, you will be an integral part of our dedicated team, responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your designated area. Your primary focus will be ensuring that all service agreements and warranty obligations are met and surpassed while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, exceptional customer service, and strong communication skills. You will work closely with customers, providing technical expertise, resolving issues, and delivering outstanding support.

Responsibilities

• Understand and comply with all department and company policies.
• Provide management with a quarterly review and assessment of your assigned area.
• Accurately document service activities, maintain records, and provide comprehensive reports to stakeholders.
• Complete all administrative tasks within the required timeframe.
• Provide technical support to end-users and other Intuitive employees.
• Conduct training sessions at Intuitive facilities, training centers, and hospitals.
• Perform 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.
• Coordinate and perform system and hardware delivery and installation.
• Implement O.R. protocol and HIPAA standards.
• Complete administrative duties, including spare parts inventory, field activity reports, return material authorizations, and expense reports within specified timeframes.
• Maintain 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 (e.g., assist sales teams with trade show support, assist Genesis teams with sterile reprocessing training).
• Provide feedback to headquarters and participate in continuous improvement projects to enhance processes and identify efficiencies.
• Complete all required or assigned training, including equipment training, Intuitive Surgical University classes, and professional development courses.
• Manage all aspects of your assigned area, including responding to customer needs, maintaining system install base configurations, and establishing rapport with customers.

Requirements

• Demonstrated ability to work effectively as part of a team and collaborate with colleagues, customers, and stakeholders.
• Strong problem-solving skills and the ability to identify, analyze, and resolve technical issues efficiently.
• Excellent time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously.
• Willingness to travel up to 50% within the travel and expense policy as required by management.
• Willingness to perform ad hoc tasks assigned by management.
• Reside within a reasonable distance (typically within 30 miles) of the assigned territory or designated area.
• Ability to work a flex shift, second shift, or other shifts as required by management.
• 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.

Qualifications

Preferred skills and experience include:

• 1-3 years of field service experience.
• Associate’s degree in a related field or equivalent training/experience.
• Proven track record of troubleshooting electro-mechanical systems.
• Good written and oral communication skills.
• General computer skills.
• Comfortable working off-hours with limited support.
• Excellent administrative and record-keeping skills.

Pay

The target base compensation ranges are listed below. Compensation will be based on the job level, candidate’s qualifications, experience, skills, and consistent with applicable law.

• Base Salary Range Region 1: $41 - $55
• Base Salary Range Region 2: $37 - $50

Schedule

• Day shift.
• Flexibility to work second shift or other shifts as required by management.

Workplace Type

Remote – This job will be remote and/or designed to be performed outside of the office. Employees will come onsite when requested by leadership.