Field Service Support Specialist 2

Primary Function of Position

As a Field Service Support Specialist 2 at Intuitive, you will be an integral part of our dedicated team, responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your management designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and surpassed, while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, acquired through specialized training, as well as exceptional customer service and communication skills. As a Field Service Support Specialist 2, you will have the opportunity to work closely with our valued customers, providing technical expertise, resolving issues, and delivering outstanding support. Join us in our commitment to excellence and innovation as we continue to revolutionize the industry.

Essential Job Duties

• Understand and comply with all department and company policies
• Provide management with a quarterly review and assessment of your assigned area of responsibility
• Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders
• Complete all administrative tasks in the required time frame
• Provide technical support to end-users and other Intuitive employees
• Conduct training sessions at Intuitive facilities, training centers, and hospitals
• Perform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
• Troubleshoot, diagnose, and repair all Intuitive products and associated equipment 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 specified timeframes
• Maintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets
• Support and collaborate with Intuitive teams to facilitate company goals; eg. Assist Sales teams with trade show support, assist Genesis teams with sterile reprocessing training, 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 identify efficiencies
• Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management
• Manage all aspects of your assigned area of responsibility, including responding to customer needs, maintaining system install base configurations, customer contacts, establishing a rapport with assigned customer base, and providing support for customer training and events

Required Skills and Experience

• Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals
• Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities
• Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail
• Ability to Travel up to 75% and within the travel and expense policy as required by management to fulfill the specific needs of the role
• Willingness to perform ad hoc tasks assigned by management
• Reside within a reasonable distance, typically within 30 miles, of the assigned territory location or other designated area as required by management to fulfill the specific needs of the role
• Ability to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role
• Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)

Working Conditions

• Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
• Clean driving record
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process

Preferred Skills and Experience

• 1-3 years of Field Service Experience preferred
• Associate’s degree in 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

This position may be hired at a lower or higher profile

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.