Field Service Engineer 2 - 2nd Shift

Job Description

This is a newly introduced shift offering at Intuitive, designed to expand our support coverage
and provide greater flexibility for our customers and teams. The role requires up to 75%
overnight travel, both within and outside your assigned territory, depending on evolving
business needs.
Second Shift FSEs will operate Monday through Friday, with working hours generally falling
between 2:00 p.m. and 11:00 p.m. This shift supports late-day procedures, extended
troubleshooting windows, and after-hours requests, ensuring seamless service across time
zones.
Weekend Traveler FSSEs will work extended shifts, typically 10:00 a.m. to 9:00 p.m. on Fridays
and Mondays, and either 7:00 a.m. to 6:00 p.m. or 10:00 a.m. to 9:00 p.m. on Saturdays and
Sundays. This role is ideal for individuals who thrive in a fast-paced, dynamic environment and
are eager to support the mission of providing uninterrupted patient care.
Primary Function of Position
As a Field Service Engineer 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 Engineer 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

Qualifications

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…