Field Service Engineer 2

Intuitive; Richland (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Intuitive is seeking a Field Service Support Engineer 2 to install, support, troubleshoot, repair, and maintain all products within a defined area. The role focuses on meeting service and warranty obligations while exceeding customer expectations.

Responsibilities include documenting activities, performing maintenance, and providing technical support to end-users. Training sessions, hardware delivery, and collaboration with Sales and Genesis teams are part of the role.

Qualifications

• Experience with electro-mechanical systems and field service.
• Strong customer service and communication skills.
• Ability to document service activities and generate reports.
• Willingness to conduct training sessions.
• Knowledge of OR protocol and HIPAA standards.

Responsibilities

• Understand and comply with all department and company policies.
• Provide quarterly review and assessment of your area of responsibility.
• Proficiency in documenting service activities, maintaining records, and reporting to stakeholders.
• Complete all administrative tasks in the required time frame.
• Provide technical support to end-users and Intuitive employees.
• Conduct training sessions at Intuitive facilities, training centers, and hospitals.
• Perform scheduled maintenance activities: system inspections, updates, recalls, actions, upgrades.
• Troubleshoot, diagnose, and repair Intuitive products and equipment per procedures.
• Coordinate and perform system and hardware delivery and installation.
• Maintain HIPAA and OR protocol knowledge and implementation.
• Complete all administrative duties including Spare parts inventory, Field Activity Reports, etc.
• Maintain all company-owned assets and assist other teams as needed.
• Provide feedback to HQ and participate in continuous improvement projects.
• Complete required training including Intuitive Surgical University classes.
• Manage assigned area including customer needs, install base configurations, and customer training.

Skills

Customer service

Technical support

Documentation

Training

Electro-mechanical

Job description

Job Description

Primary Function of Position

As a Field Service Support Engineer 2 at Intuitive, you will be an integral part of our dedicated team, responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your management designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and surpassed, while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, acquired through specialized training, as well as exceptional customer service and communication skills. As a Field Service Support Engineer 2, you will have the opportunity to work closely with our valued customers, providing technical expertise, resolving issues, and delivering outstanding support. Join us in our commitment to excellence and innovation as we continue to revolutionize the industry.

Essential Job Duties

• 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