Field Service Support Engineer 2 - 2nd shift

Intuitive - Dallas, TX

Full-time

Dallas, TX

Miscellaneous Manufacturing

About the position

As a Field Service Engineer 2 at Intuitive, you will play a crucial role in the installation, support, troubleshooting, repair, and maintenance of robotic-assisted surgical products. Your primary focus will be to meet and exceed service agreements and warranty obligations while ensuring exceptional customer satisfaction. This position requires expertise in electro-mechanical systems and strong customer service skills, allowing you to work closely with clients to resolve issues and provide technical support.

Responsibilities

• Install, support, troubleshoot, repair, and maintain Intuitive products within the designated area.
• Ensure compliance with all department and company policies.
• Provide quarterly reviews and assessments of the assigned area of responsibility to management.
• Document service activities accurately and maintain comprehensive records and reports.
• Conduct training sessions at various facilities and hospitals.
• Perform scheduled maintenance activities including system inspections and software updates.
• Diagnose and repair Intuitive products and associated equipment according to procedures.
• Coordinate and perform system and hardware delivery and installation.
• Maintain compliance with O.R. protocol and HIPAA standards.
• Manage spare parts inventory and complete administrative duties in a timely manner.
• Support and collaborate with Intuitive teams to achieve company goals.
• Participate in continuous improvement projects and provide feedback to HQ.
• Manage customer relationships and support customer training and events.

Requirements

• Demonstrated ability to work effectively as part of a team.
• Strong problem-solving skills and critical thinking abilities.
• Excellent time management skills and ability to prioritize tasks.
• Ability to travel up to 70% as required by management.
• Willingness to perform ad hoc tasks assigned by management.
• Ability to work a flexible shift as required by management.
• Demonstrate individual characteristics expected of Intuitive personnel.

Nice-to-haves

• 1-3 years of Field Service Experience preferred.
• Associate's degree in a 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.

Benefits

• Market-competitive compensation packages including base pay, incentives, benefits, and equity.