Primary Function of Position:

Install and support the Intuitive Surgical products and ensure service agreements and warranty obligations are fulfilled. Exceed customer expectations and maintain customer satisfaction to the highest possible level.

*Internal promotions require Promotion board approval

Roles and Responsibilities:
  • Pre-site verifications to prepare site for system installation.
  • Assist in coordination of system delivery (e.g. confirming site readiness).
  • Perform system installations.
  • Install system upgrades.
  • Provide technical and clinical support to end-users and other ISI employees.
  • Train the customer on new features or enhancements made to existing features.
  • Perform maintenance inspections as required to ensure the system meets performance specifications.
  • Troubleshoot and repair Intuitive Surgical products and associated equipment failures as required.
  • Maintain accurate configurations of installed base.
  • Present and sell Service Agreements.
  • Manage spare parts inventory.
  • Support trade show activity.
  • Provide back up support to adjacent FE’s.
  • Administrative duties, which include but not limited to; Field Activity Reports, Return Material Authorizations, Expense Reports etc.
  • Act as a liaison for customers to HQ and Sales.
  • Provide feedback to HQ to improve processes and improve efficiencies.
  • Develop rapport with hospital staff.
  • Competent in knowledge and implementation of O.R. protocol.
Skill/Job Requirements:
  • 5-10 years of experience as a Field Service Engineer, including experience in the medical device industry.
  • BS in electrical or mechanical engineering or equivalent training/experience.
  • Working knowledge of O.R. protocol.
  • Proven ability to independently troubleshoot complex electro-mechanical systems including original systems failures.
  • Proven track record in providing guidance to junior FSE’s.
  • Consistently has met Field Service Matrix goals with a score between 95% and 100% for 3 to 5 years.
  • Track record of solid relationships with Surgeons and Hospital staff.
  • Well versed at presenting and selling service contracts.
  • General Computer skills.
  • Strong administrative and record keeping skills.
  • Good written and oral communication skills.
  • Has traveled outside the region to Head Quarters or other field service territories.
  • Able to lift 100 lbs and move objects up to 1200 lbs.
  • Has attended/ completed MDP training or has filled in as a DVSTAT TSE.
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Field Service Engineer III