Field Service Engineer

Description:
A Field Service Engineer will install, support, troubleshoot, repair, and otherwise maintain all
Intuitive products in their assigned territory ensuring all service agreements and warranty
obligations are fulfilled and exceeding customer expectations. This requires expertise in
electro-mechanical systems, specialized training, as well as excellent customer service and
communication skills.

Responsibilities:
• Perform all types of scheduled maintenance activities for your assigned territory
including, but not limited to; system inspections, preventive maintenance,
software updates, system recalls, field actions, and upgrades
• Troubleshoot, diagnose, and repair all Intuitive products and associated
equipment within your specified territory 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 the prescribed timeframes
• Maintain all Intuitive provided items to include; issued tooling, calibrated tool
sets, employee vehicle, laptops, iPads, and any other company owned or issued
assets
• Support Intuitive teams as required to facilitate company objectives; eg. Assist
Sales teams with trade show support as required, assist Genesis teams with sterile
reprocessing training as required, provide hospital contacts to other Intuitive
teams as required, etc...
• Provide feedback to HQ and take part in continuous improvement projects as
required to improve processes and find efficiencies
• Complete all required training items to include, but not limited to; equipment
training for all Intuitive products in your assigned territory, Intuitive Surgical
University classes as required, and professional development courses as required
by management
• Maintain all aspects of your assigned territory to include, but not limited to;
responding to customer needs, maintaining system Ibase configurations, customer
contacts, establishing a rapport with assigned customer base, supporting
customer training and events as required
Additional Responsibilities:
• Provide technical support to end-users and other Intuitive employees
• Conduct training sessions at ISI, training centers and hospitals
• Understand and comply with all department and company policies
• Provide management with a quarterly territory review and assessment
• Complete all administrative tasks in the required time frame
• Ability to Travel ~60% within the travel and expense policy
• Ad hoc tasks assigned by management
• Reside within 30 miles of assigned territory location
• Willingo work a flex shift, second shift, or other type of shift as required by territory
assignment and management
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character,
capacity, energy, experience)