Field Service Engineer 2 - 2nd Shift

Intuitive; City of Rochester (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Intuitive is seeking a Field Service Engineer 2 to install, support, troubleshoot, repair, and maintain its products within the assigned area. You will ensure service agreements and warranty obligations are met while delivering exceptional customer service and clear documentation.

You will train on-site and at facilities, perform preventive maintenance, software updates, and system upgrades, and collaborate with Sales and Genesis teams to meet company goals, while upholding HIPAA standards and

Qualifications

• Strong electro-mechanical systems expertise.
• Excellent customer service and communication skills.
• Ability to document service activities accurately and comprehensively.

Responsibilities

• Understand and comply with all department and company policies
• Provide management with a quarterly review and assessment of your area
• Proficiency in documenting service activities and reporting to stakeholders
• Complete all administrative tasks in required time frames
• Provide technical support to end-users and Intuitive employees
• Conduct training sessions at facilities, training centers, and hospitals
• Perform scheduled maintenance activities including inspections and software updates
• Troubleshoot, diagnose, and repair Intuitive products and equipment
• Coordinate system and hardware delivery and installation
• Maintain HIPAA protocol compliance in daily duties
• Handle spare parts inventory, field activity reports, RMAs, expenses, etc.
• Maintain company assets including tools, vehicles, laptops, iPads
• Support sales and Genesis teams with related activities
• Provide feedback to HQ and participate in continuous improvement projects
• Complete all required training and professional development

Skills

Customer service

Electro-mechanical systems

Documentation

Training delivery

Installation

Troubleshooting

Communication skills

HIPAA familiarity

Job description

Job Description

Primary Function of Position

As a Field Service 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 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