Field Service Engineer

Job Description

Primary Function of Position:

A Field Service Engineer 3 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. Additionally, a Field Service Engineer 3 with time served, will provide mentoring to junior Field Service Engineers, perform regional administrative tasks as required, and take part in new product introductions and process improvement initiatives as required. This requires expertise in electro-mechanical systems, specialized training, as well as excellent customer service, communication and time management skills.

Roles and 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.
• 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 time frames.
• 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, e.g. Assist Sales teams with trade show support as required, provide phone support for customers and 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 Install base configurations, customer contacts, establishing a rapport with assigned customer base, supporting customer training and events as required.
• With time served, mentor junior Field Service Engineers in your region on maintenance, customer service skills, and administrative functions as required/directed by management
• Participate in new product introduction initiatives as required by management and product support
• Participate in regional continuous process improvement projects as required by management, product support, engineering, and other cross functional groups
• Support service contract renewals as required.

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