Field Service Engineer

About Intuitive

Founded on the vision of making surgery less invasive and recovery less painful, Intuitive has pioneered robotic-assisted surgical technology for nearly 30 years. As a global frontrunner in minimally invasive solutions, products such as the da Vinci Surgical System and Ion have revolutionized surgical care worldwide. Our multidisciplinary team of engineers, clinicians, and innovators is devoted to enhancing surgical precision, improving patient outcomes, and advancing healthcare technology.

Role Overview

The Field Service Engineer I position supports Intuitive's da Vinci Surgical System, focusing on managing customer technical relations post-sale across an assigned territory. This role demands independent management of technical escalations and fostering strong partnerships with customers and internal teams to optimize system performance and reliability.

Key Responsibilities

• Develop expertise in all da Vinci Surgical System platforms to provide technical support.
• Coordinate with customers on pre-installation planning and effective system installation.
• Independently schedule and manage both planned and emergency service visits to ensure maximum system uptime and reliability.
• Exercise sound judgment in diagnosing and repairing complex Intuitive Surgical devices.
• Identify customer training needs within the operating room setting and deliver technical instruction and support accordingly.
• Handle administrative responsibilities including inventory management, return authorizations, equipment calibration, preventative maintenance scheduling, service billing, system configuration, and escalation record tracking.

Qualifications

• Preferred college degree in applied science or engineering, or equivalent relevant training and experience.
• Between 2 to 5 years of field service engineering experience, ideally within the medical device industry.
• Strong written and verbal communication skills complemented by interpersonal proficiency.
• Capable of maintaining detailed administrative and documentation duties.
• Familiarity with operating room protocols and establishing effective working relationships with surgeons and hospital personnel.
• Proven capability to present Intuitive Surgical service value propositions effectively.
• Demonstrated expertise in independently troubleshooting complex electro-mechanical systems.
• Willingness and ability to travel up to 25%, depending on account demands.
• Physical ability to lift equipment up to 37 kilograms.

Additional Information

Intuitive promotes equal employment opportunities regardless of various protected characteristics and adheres to fair hiring practices, including consideration of applicants with criminal records. Some positions are subject to U.S. export controls, requiring clearance processes that may affect hiring timelines. The final employment offer and compensation are dependent on candidate qualifications and job level placement. This role operates on day shifts.