Field Service Support Engineer 2 at Intuitive

Primary Function of PositionAs 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.*This is a newly introduced shift offering at Intuitive designed to expand our support coverage and provide greater flexibility for our customers and teams. The role requires up to 75% overnight travel both within and outside your assigned territory depending on evolving business needs. Essential Job Duties Understand and comply with all department and company policiesProvide management with a quarterly review and assessment of your assigned area of responsibilityProficiency in accurately documenting service activities maintaining records and providing comprehensive reports to stakeholdersComplete all administrative tasks in the required time frameProvide technical support to end-users and other Intuitive employeesConduct training sessions at Intuitive facilities training centers and hospitalsPerform various scheduled maintenance activities such as system inspections preventive maintenance software updates system recalls field actions and upgradesTroubleshoot diagnose and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframesCoordinate and perform system and hardware delivery and installationCompetent in knowledge and implementation of O.R. protocol and HIPAA standardsComplete all administrative duties which include but not limited to; Spare parts inventory Field Activity Reports Return Material Authorizations Expense Reports etc. within specified timeframesMaintain all Intuitive-provided items such as issued tools calibrated tool sets employee vehicles laptops iPads and other company-owned assetsSupport 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 etcProvide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficienciesComplete all required or assigned training including equipment training for all Intuitive products Intuitive Surgical University classes and professional development courses as directed by managementManage 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 eventsQualifications : Required Skills and ExperienceDemonstrated ability to work effectively as part of a team collaborating with colleagues customers and other stakeholders to achieve common goalsDemonstrated ability to identify analyze and resolve technical issues efficiently utilizing strong problem-solving skills and critical thinking abilitiesStrong time management skills with the ability to prioritize tasks meet deadlines and handle multiple assignments simultaneously while maintaining attention to detailAbility to Travel up to 50% and within the travel and expense policy as required by management to fulfill the specific needs of the roleWillingness to perform ad hoc tasks assigned by managementReside 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 roleAbility to work a flex shift second shift or other type of shift as required by management to fulfill the specific needs of the roleDemonstrate individual characteristics expected of Intuitive personnel (eg. Character capacity energy experience)Required Education and Training N/AWorking Conditions Ability to lift 75 lbs. and move wheeled objects up to 1200 lbs.Clean driving recordAbility to obtain and maintain Vendor Credentialing approval for access to operating roomsCompliance with all necessary vaccination requirements as mandated by the vendor credentialing processPreferred Skills and Experience 1-3 years of Field Service Experience preferredAssociates degree in related field or equivalent training/experience preferredProven track record of troubleshooting electro-mechanical systems requiredGood written and oral communication skillsGeneral computer skillsComfortable working off hours with limited supportExcellent administrative and record keeping skillsAdditional 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.Mandatory NoticesU.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note: typically adds 2 weeks to the hiring process).  For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.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.Remote Work : YesEmployment Type : Full-time Key Skills Active Directory,Technical Documentation,Windows,On-Site Support,Test Equipment,Linux,Internet,Preventive Maintenance,Technical Assistance,Troubleshoot,Problem Resolution,Setup,hardware,Technical Support,UNIX Experience: years Vacancy: 1