Remote Field Service Engineer – da Vinci Medical Robotics

Intuitive; Southampton; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Intuitive Surgical is seeking a Field Service Engineer to manage customer technical relations after the point of sale on all Intuitive Surgical products within an assigned territory.

You will work independently to manage and prioritize technical escalations, establish expectations with customers and other Intuitive Surgical employees while ensuring system uptime and reliability in a fast-paced global team.

Qualifications

• College degree in applied science or engineering preferred; or equivalent training/experience.
• 5-10 years of experience as a Field Service Engineer, including experience in the medical device industry.
• Strong written and oral communication skills.
• Excellent interpersonal skills.
• Strong administrative and record keeping skills.
• Strong knowledge of Operating Room protocol.
• Track record of solid customer relationships with Surgeons and Hospital staff.
• Proven track record in providing training support.
• Well versed at presenting the value proposition of service offerings.
• Proven ability to independently troubleshoot complex electro-mechanical systems.
• An ability to travel up to 25%, dependent upon account distribution.

Responsibilities

• Senior da Vinci Surgical technical expert across all system platforms.
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability and uptime.
• Use discretion and independent judgment when assessing functionality and repairing Intuitive Surgical products.
• Identify, make recommendations, and provide feedback to Product Support and Product Engineering on product or process enhancements addressing customer concerns.
• Provide on-site technical and training support to Junior and Field Service Engineers and ensure proper escalation to resolution.
• Engage in service contract renewal discussions with hospitals by presenting the value proposition of service offerings.
• Assess training needs and provide technical training in an Operating Room environment.
• Manage administrative duties: Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billing, System Configurations, and data in escalation databases.
• Support Sales Training and Marketing events by analyzing issues and developing strategies to resolve.

Education

College degree in applied science or engineering

5-10 years of experience as a Field Service Engineer

Job description

Intuitive Surgical is seeking a Field Service Engineer to manage customer technical relations after the point of sale on all Intuitive Surgical products within an assigned territory.

You will work independently to manage and prioritize technical escalations, establish expectations with customers and other Intuitive Surgical employees while ensuring system uptime and reliability in a fast-paced global team.