Field Service Engineer

Intuitive; Lombardia; Hybrid; EUR 81,000 - 107,000; Full time

Job summary

Intuitive is seeking a Field Service Engineer II to manage customer technical relations post-sale for da Vinci Surgical platforms. The role requires independent work, prioritizing escalations, and aligning expectations with customers and Intuitive teams.

Strong communication and electro-mechanical troubleshooting skills are essential. The position supports remote work with on-site requirements as requested by leadership, and travel up to 50% may be necessary to ensure uptime and system

Qualifications

• Bachelor's degree in engineering or applied science or related field.
• 3–7 years of experience as a Field Service Engineer in medical devices.
• Strong written and verbal communication skills; interpersonal skills.
• Good administrative and record-keeping skills; operates with OR protocols.
• Willingness to travel up to 50% depending on account distribution.

Responsibilities

• Support all da Vinci Surgical platforms.
• Assess requirements and coordinate installation planning with customers.
• Schedule and manage planned and unplanned service visits to maximize uptime.
• Troubleshoot complex electro-mechanical systems independently.
• Provide technical training and support in operating room settings as needed.
• Manage spare parts, RMAs, calibration, and service contracts data.
• Assist Sales and Marketing with issue analysis and resolution strategies.

Skills

Field Service Engineering

Medical devices

Electro-mechanical troubleshooting

Customer relations

Education

Bachelor's degree in engineering or applied science

Job description

• Ways of Working: Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.
• Employee Type: Employee
• Global Job Level (HCM): Professional 2 (7)

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Field Service Engineer II will manage Customer Technical Relations after the point of Sale on All Intuitive Surgical Products, in an assigned territory. This position will require working independently, managing, and prioritizing technical escalations, and establishing and maintaining expectations with both the direct customer and other Intuitive surgical employees.

Roles and Responsibilities:

• Support all da Vinci® Surgical platforms.
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved. Assess and determine follow up visits to ensure maximum system reliability.
• Use discretion and independent judgment when assessing the functionality and Repairing Intuitive Surgical products.
• Use discretion and independent judgment when assessing customer-training needs with respect to technical training in an Operating Room environment and provide both technical training and or technical support as required.
• Independently manage all administrative duties of role that includes but is not limited to: Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database.
• Support Sales Training and Marketing events by analyzing potential issues and develop independent strategies to resolve.

Qualifications

Required Knowledge, Skills, and Experience:

• College degree in applied science or engineering preferred; or equivalent training/experience which may include extensive course work or study in the field of engineering or applied science.
• 3-7 years of experience as a Field Service Engineer required experience with medical devices preferred.
• Strong written and oral communication skills.
• Good interpersonal skills.
• Good administrative and record keeping skills.
• Good knowledge of Operating Room protocol.
• Track record of solid customer relationships with Surgeons and Hospital staff.
• Proven ability to independently troubleshoot complex electro-mechanical systems.
• An ability to travel up to 50%, dependent upon account distribution.

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer:In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’sstart date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

This position may be filled at a different job level than listed here depending
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.