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.