[Remote] Field Service Support Engineer 2

Note: The job is a remote job and is open to candidates in USA. Intuitive is a global leader in robotic-assisted surgery and minimally invasive care, dedicated to transforming healthcare. The Field Service Support Engineer 2 will be responsible for the installation, support, troubleshooting, and maintenance of Intuitive products, ensuring service agreements and customer expectations are consistently exceeded.

Responsibilities

• Understand and comply with all department and company policies
• Provide management with a quarterly review and assessment of your assigned area of responsibility
• Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders
• Complete all administrative tasks in the required time frame
• Provide technical support to end-users and other Intuitive employees
• Conduct training sessions at Intuitive facilities, training centers, and hospitals
• Perform various 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
• 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 specified timeframes
• Maintain all 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; 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 efficiencies
• Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management
• Manage 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

Skills

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Ability to Travel up to 75% and within the travel and expense policy as required by management to fulfill the specific needs of the role
• Willingness to perform ad hoc tasks assigned by management
• Reside 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 role
• Ability to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)
• 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
• 1-3 years of Field Service Experience preferred
• Associate's degree in related field or equivalent training/experience preferred
• Proven track record of troubleshooting electro-mechanical systems required
• Good written and oral communication skills
• General computer skills
• Comfortable working off hours with limited support
• Excellent administrative and record keeping skills

Company Overview

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