Field Service​/Support Engineer

Job Description

Primary Function of Position

This position 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.

Essential Job Duties

• Perform all types of scheduled maintenance activities for your assigned territory including, but not limited to; 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 time frames.
• Coordinate and perform system and hardware delivery and installation
• Competent in knowledge and implementation of O.R. protocol and HIPAA standards
• Complete all administrative duties, which include but not limited to;
  Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed time frames
• Maintain all Intuitive provided items to include; 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; eg.
• Assist Sales teams with trade show support as required, assist Genesis teams with sterile reprocessing training as required, provide hospital contacts to other Intuitive teams as required, etc
• Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies
• Complete all required training items to include, but not limited to; equipment training for all Intuitive products in your assigned territory, Intuitive Surgical University classes as required, and professional development courses as required by management
• Maintain all aspects of your assigned territory to include, but not limited to; responding to customer needs, maintaining system Ibase configurations, customer contacts, establishing a rapport with assigned customer base, supporting customer training and events as required
• 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 in the required time frame