Field Service Engineer

Job content

Company DescriptionAt Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.Job DescriptionPrimary Function of Position:A Field Service Engineer will install, support, troubleshoot, repair, and otherwise maintain da Vinci® Surgical System in 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.Roles & Responsibilities

• Perform all types of scheduled maintenance activities for assigned territory including, but not limited to; system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades.
• Troubleshoot, diagnose, and repair da Vinci® Surgical System and associated equipment within 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, 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, 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 find efficiencies
• Complete all required training items to include, but not limited to; equipment training for da Vinci® Surgical System in assigned territory, Intuitive Surgical University classes, and professional development courses as required by management
• Maintain all aspects of assigned territory to include, but not limited to; responding to customer needs, establishing a rapport with assigned customer base, supporting customer training and events as required.
• Conduct site visit, verify through visit checklist if the hospital SPD “Sterile Processing Department” fulfill all ISI requirements for I&A reprocessing handling. Provide customer with all reprocessing requirements for safe and qualitative reprocessing handling.
• Provide customer training on new I&A release requiring new reprocessing method or directives on new cleaning methods available.
• Support customer I&A complains, conduct failure analysis, provide adequate customer feedback, engage customer training to improve safety and reliability according to Intuitive I&A reprocessing standards.
• Understand and comply with all department and company policies.
• Provide management with a quarterly territory review and assessment.
• Ad hoc tasks assigned by management.

QualificationsSkills, Experience, Education, & Training:

• Minimum college degree in biomedical engineering or mechanical engineering preferred
• Minimum 3-5 years of experience as a Field Service Engineer in the medical device industry
• Strong written and oral communication skills
• Excellent interpersonal skills
• Strong administrative and record keeping skills
• Strong knowledge of Operating Room protocol
• Track record of solid customer relationships with Surgeons and Hospital staff
• Proven track record in providing training support
• Well versed at presenting the value proposition of service offerings
• Proven ability to independently troubleshoot complex electro-mechanical systems
• An ability to travel up to 40%, dependent upon account distribution
• Able to work on-call hours to address urgent issues
• Based in either Chiayi or Tainan

Additional InformationIntuitive is an Equal Employment 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.We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.Shift: DayTravel: 50% of the time