Field Service Engineer 2 - Second Shift

About the Company

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.

About the Role

A Field Service Engineer 2 will install, support, troubleshoot, repair, and otherwise maintain all Intuitive products in their assigned 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 your assigned territory, including system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades.
• Troubleshoot, diagnose, and repair all Intuitive products and associated equipment within your specified territory in accordance with procedures and within designated timeframes.
• Coordinate and perform system and hardware delivery and installation.
• Demonstrate competency in knowledge and implementation of O.R. protocol and HIPAA standards.
• Complete all administrative duties, including spare parts inventory, Field Activity Reports, Return Material Authorizations, and Expense Reports within prescribed timeframes.
• Maintain all Intuitive-provided items, such as 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 (e.g., assist Sales teams with trade show support, assist Genesis teams with sterile reprocessing training, provide hospital contacts to other Intuitive teams).
• Provide feedback to HQ and participate in continuous improvement projects to enhance processes and find efficiencies.
• Complete all required training, including equipment training for all Intuitive products in your assigned territory, Intuitive Surgical University classes, and professional development courses as required by management.
• Maintain all aspects of your assigned territory, including responding to customer needs, maintaining system Ibase configurations, customer contacts, establishing rapport with assigned customer base, and supporting customer training and events.
• Provide technical support to end-users and other Intuitive employees.
• 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 within the required timeframe.
• Travel ~60% within the travel and expense policy.
• Perform ad hoc tasks assigned by management.
• Reside within 30 miles of assigned territory location.
• Be willing to work a flex shift, second shift, or other type of shift as required by territory assignment and management.
• Demonstrate individual characteristics expected of Intuitive personnel (e.g., character, capacity, energy, experience).

Requirements

• 1-3 years of Field Service Experience preferred.
• Associate’s degree in a 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.
• Ability to lift 75 lbs and move wheeled objects up to 1,200 lbs.

Additional Information

Due to the nature of our business and the role, 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.

This position may be filled at a different job level than listed here depending on business need and/or 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.

Pay

The target base compensation ranges are listed below:

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

Schedule

Evening shift or other flex shifts as required by territory assignment and 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 the leader.