Intuitive is a pioneer and market leader in robotic-assisted surgery, committed to advancing minimally invasive care. The Field Service Support Engineer 2 will be responsible for the installation, support, troubleshooting, repair, and maintenance of Intuitive products, ensuring service agreements and customer expectations are met. This role requires expertise in electro-mechanical systems and a strong focus on customer service and communication skills.
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
- 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 50% 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)
- Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs
- Clean driving record
- 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
- Proven track record of troubleshooting electro-mechanical systems required
- 1-3 years of Field Service Experience preferred
- Associate's degree in related field or equivalent training/experience preferred
- Good written and oral communication skills
- General computer skills
- Comfortable working off hours with limited support
- Excellent administrative and record keeping skills
Company Overview
Intuitive designs and manufactures robotic-assisted surgical systems. It was founded in 1995, and is headquartered in Sunnyvale, California, USA, with a workforce of 10001+ employees. Its website is https://www.intuitive.com/.Company H1B Sponsorship
Intuitive has a track record of offering H1B sponsorships, with 339 in 2025, 238 in 2024, 181 in 2023, 285 in 2022, 145 in 2021, 138 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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