Field Service Engineer 2 – 2nd Shift

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position

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.

Essential Job Duties

• 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)

Working Conditions

• 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

Preferred Skills And Experience

• Minimum 1-3 years of Field Service Experience preferred
• Minimum of an Associate’s degree in related field or equivalent
  
  

Training/experience Preferred

• Proven track record of troubleshooting electro-mechanical systems required
• Good written and oral communication skills
• General computer 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.

Mandatory Notices

U.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 employees who 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 government’s 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 employee’s start 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.

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.

Base Salary Range Region 1:$41 - $55

Base Salary Range Region 2: $37 - $50

Shift: Evening

Workplace Type: 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.