Field Service Engineer 2 - 2nd Shift

Intuitive; Cleveland (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Intuitive is seeking a Field Service Engineer 2 to install, support, troubleshoot, repair, and maintain our products within a designated region. You will ensure service agreements and warranties are met while delivering outstanding customer service and technical expertise.

This role requires electro-mechanical systems knowledge, travel up to 75%, and the ability to train customers and colleagues. Safety, compliance, and accurate reporting are essential in daily activities.

Qualifications

• Associate degree or equivalent training/experience preferred.
• Willingness to travel up to 75% to fulfill role requirements.
• Ability to obtain and maintain vendor credentialing for operating rooms.
• Proven problem-solving and communication skills.

Responsibilities

• Install, support, troubleshoot, repair, and maintain Intuitive products across designated areas.
• Provide technical support to end-users and colleagues; document service activities and generate reports.
• Conduct training sessions at facilities, training centers, and hospitals.
• Coordinate hardware delivery and installation; adhere to HIPAA and OR protocols.
• Support sales teams and other internal groups as needed.

Skills

Team collaboration

Issue diagnosis

Time management

Travel up to 75%

Ad hoc tasks

Within 30 miles of territory

Flex shift

Customer service

Education

Associate’s degree

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
• Min. Salary Region 1: 41 USD
• Global Job Level (HCM): Professional 2 (7)
• Min. Salary Region 2: 37 USD

Job Description

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.

• 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

Qualifications

Required Skills and Experience

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem‑solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Ability to Travel up to 75% and within the travel and expense policy as required by management to fulfill the specific needs of the role
• Willingness to perform ad hoc tasks assigned by management
• Reside within a reasonable distance, typically within 30 miles, of the assigned territory location or other designated area as required by management to fulfill the specific needs of the role
• Ability to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)

Education

• Minimum of an Associate’s degree in related field or equivalent training/experience preferred

Working Conditions

• Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process

Preferred Skills and Experience

• Minimum 1-3 years of Field Service Experience preferred
• Proven track record of troubleshooting electro‑mechanical systems required
• Good written and oral communication skills
• Comfortable working off hours with limited support
• Excellent administrative and record keeping skills

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal 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.

This position may be filled at a different job level than listed here depending on 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.

We provide market‑competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.