Content Asset Management Engineer, Field Service

Intuitive Surgical, Inc.; Sunnyvale (CA); On-site; USD 135,000 - 195,000; Full time

Job summary

Intuitive Surgical, Inc. in Sunnyvale is seeking a Product Support Engineer, Content Asset Management, to develop and maintain service content for the Robotic System and Digital Platforms.

You will work with design, service, and quality teams to improve field operations and knowledge management. You will handle real-time Tier-3 escalations, contribute to training materials, and support post‑market activities.

Qualifications

• Bachelor's degree in Engineering or equivalent.

Responsibilities

• Develop and maintain service manuals and workflows, troubleshooting documentation, knowledgebase content, technical bulletins, training materials and other customer-impacting service content assets related to the maintenance, installation, upgrade, diagnosis and repair of complex surgical robotic platforms.
• Facilitate failure investigations, data collection and root-cause analysis, and work closely with engineering teams to identify improvement opportunities in: service workflow, fault-isolation framework & design and product quality/reliability.
• Support service application specification definition, development, validation, documentation, release and deployment strategies.
• Collaborate with Global Services Solutions departments and leaders to ensure that service content asset management solutions developed are aligned with the Global Services operational goals and strategic vision.
• Provide real-time troubleshooting support of "Tier-3" escalations by applying problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Identify and assist technical training team in the content creation and delivery to global service personnel.
• Provide technical and execution support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Skills

Engineering experience

Analytical skills

Technical writing

Cross-functional collaboration

Troubleshooting

Data analysis

Communication skills

Remote collaboration

Education

Bachelor's degree in Engineering

Tools

JIRA

Confluence

SQL

Python

Matlab

PowerShell

Salesforce

SAP

Polarion

Windchill

Trackwise

Job description

Intuitive Surgical, Inc. in Sunnyvale is seeking a Product Support Engineer, Content Asset Management, to develop and maintain service content for the Robotic System and Digital Platforms.

You will work with design, service, and quality teams to improve field operations and knowledge management. You will handle real-time Tier-3 escalations, contribute to training materials, and support post‑market activities.