Field Service Engineer 2

Primary Function of PositionAs a Field Service 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 management designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and surpassed, while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, acquired through specialized training, as well as exceptional customer service and communication skills. As a Field Service Engineer 2, you will have the opportunity to work closely with our valued customers, providing technical expertise, resolving issues, and delivering outstanding support. Join us in our commitment to excellence and innovation as we continue to revolutionize the industry.Essential Job Duties Understand and comply with all department and company policiesProvide management with a quarterly review and assessment of your assigned area of responsibilityProficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholdersComplete all administrative tasks in the required time frameProvide technical support to end-users and other Intuitive employeesConduct training sessions at Intuitive facilities, training centers, and hospitalsPerform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgradesTroubleshoot, diagnose, and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframesCoordinate and perform system and hardware delivery and installationCompetent in knowledge and implementation of O.R. protocol and HIPAA standardsComplete all administrative duties, which include, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within specified timeframesMaintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assetsSupport and collaborate with Intuitive teams to facilitate company goals; eg. Assist Sales teams with trade show support, assist Genesis teams with sterile reprocessing training, provide hospital contacts to other Intuitive teams, etc…Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficienciesComplete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by managementManage 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*This position may be hired at a lower or higher profileRequired Skills and ExperienceDemonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goalsDemonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilitiesStrong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detailAbility to Travel up to 75% and within the travel and expense policy as required by management to fulfill the specific needs of the roleWillingness to perform ad hoc tasks assigned by managementReside 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 roleAbility to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the roleDemonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)Working Conditions Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.Clean driving recordAbility to obtain and maintain Vendor Credentialing approval for access to operating roomsCompliance with all necessary vaccination requirements as mandated by the vendor credentialing processPreferred Skills and Experience 1-3 years of Field Service Experience preferredAssociate’s degree in related field or equivalent training/experience preferredProven track record of troubleshooting electro-mechanical systems requiredGood written and oral communication skillsGeneral computer skillsComfortable working off hours with limited supportExcellent administrative and record keeping skillsDue to the nature of our business and the role, ple