Field Service Engineer II: Installation & Support Pro

Socket.dev; Richland (WA); On-site; USD 70,000 - 95,000; Full time

Job summary

Intuitive Surgical in the United States is seeking a Field Service Support Engineer 2 to install, support, diagnose, and repair electro-mechanical systems across the designated territory. You will manage service activities, install hardware, and deliver training to hospital staff, while ensuring adherence to HIPAA and OR protocols.

The role requires up to 50% travel, willingness to work flexible shifts, and strong customer service and reporting skills.

Qualifications

• Requires experience with electro-mechanical systems and patient-facing service.
• Willingness to travel up to 50% of time.
• Ability to document service activities and reports accurately.
• Reside within 30 miles of the territory.
• Flex shift availability as required by management.

Responsibilities

• 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

Skills

Team collaboration

Technical troubleshooting

Problem solving

Time management

Travel up to 50%

Flexible shift

Customer service

Documentation & reporting

Education

Associate’s degree or equivalent training/experience

Job description

Intuitive Surgical in the United States is seeking a Field Service Support Engineer 2 to install, support, diagnose, and repair electro-mechanical systems across the designated territory. You will manage service activities, install hardware, and deliver training to hospital staff, while ensuring adherence to HIPAA and OR protocols.

The role requires up to 50% travel, willingness to work flexible shifts, and strong customer service and reporting skills.