Da Vinci Platforms: Product Support Engineer

Intuitive; California; On-site; USD 120,000 - 180,000; Full time

Job summary

Intuitive Surgical in California seeks a Product Support Engineer to provide operational and service engineering support for the Robotic System and Integrated Digital Platforms. The primary functions are to resolve real-time field escalations, develop technical service content, and evaluate field-issues to drive product, process and service infrastructure improvements.

The role requires collaborating with Engineering, Quality, Manufacturing and global service teams to ensure timely, effective

Qualifications

• Bachelor’s degree in engineering discipline or equivalent experience required. Bachelor’s degree in computer engineering, computer science or related discipline preferred.

Responsibilities

• Provide real-time troubleshooting support of “Tier-3” escalations from internal customers.
• Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.
• Design and maintain servicing workflow content and integrate into Service Applications in collaboration with Technical Writing and Application Development teams.
• Develop service procedures, technical bulletins, training materials and other technical documentation.
• Develop, manage and support troubleshooting of field engineering infrastructure portfolio including IT operations, field laptop hardware and suite of service software applications.
• Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identify product design, service and quality improvement opportunities.
• Identify and assist technical training team in delivery of training needs for global service personnel.
• Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Skills

Python

C++

PowerShell

C#

AI tools

System integration

IT operations

Education

Bachelor’s degree in engineering

Degree in computer engineering/computer science preferred

Tools

SQL

Solidworks

SAP

Salesforce

Polarion

Windchill

Trackwise

Job description

Intuitive Surgical in California seeks a Product Support Engineer to provide operational and service engineering support for the Robotic System and Integrated Digital Platforms. The primary functions are to resolve real-time field escalations, develop technical service content, and evaluate field-issues to drive product, process and service infrastructure improvements.

The role requires collaborating with Engineering, Quality, Manufacturing and global service teams to ensure timely, effective