Job Description:

At Intuitive, we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. Our mission is our guiding force; our culture is the DNA that makes us unique.

As a pioneer in robotic-assisted surgery (RAS), we have been expanding our innovations through technology to help make a difference in the world. For 25 years, human ingenuity has guided our journey to help solve some of healthcare's complex challenges.

We believe a great idea can come from anywhere-inclusion and mutual respect are vital to our culture. We value character grounded in integrity, a strong capacity to learn, the energy to get things done, and diverse experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and strive to achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's help to advance the world of minimally invasive care.

Primary Function of Position:

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitive's Robotic System and Digital Platforms. The primary functions of this position are to resolve real-time field-escalations, develop technical service content, and evaluate field-issues to drive product and process improvements. The Product Support Engineer serves as a primary liaison between Intuitive's internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing)

Roles & Responsibilities:

• Provide real-time troubleshooting support of "Tier-3" escalations from internal customers (Field Service Engineers, Technical Support Engineers, Customer Service, Sales & Marketing)
• Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.
• Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.
• Develop and manage field tooling and solutions (hardware, software, infrastructure tools).
• Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identifying product design, service and quality improvement opportunities.
• Identify and drive service-business process-improvements and standardization.
• Identify and assist technical training team in delivery of training needs for global service personnel.
• Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Skills, Experience, Education, & Training:

• Minimum Education: Bachelor's degree in Engineering discipline or equivalent experience required.
• Minimum 3 - 5 years experience in Engineering Role or equivalent experience supporting service organization required.
• Minimum 3 - 5 years experience in the Medical Capital Equipment industry preferred.
• Possesses effective analytical, troubleshooting and problem-solving skills.
• Demonstrated ability in developing effective technical documentation.
• Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
• Demonstrated experience in identification and implementation of continuous improvement initiatives.
• Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.
• Possess strong attention-to-detail, organizational skills and capable of independently managing projects with minimal supervision.
• Proficiency in Windows, MS Office applications required.
• Experience with Electronic Documentation systems, Agile/ACCS, SAP preferred.
• Familiarity/experience with CAD tools (Solidworks) a plus.
• Familiarity/experience with programming (Matlab, Python), databases (SQL) and statistical analysis processes (Six Sigma) are pluses.

Intuitive is an Equal Employment 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.

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

Shift : Shift 1 - Day

Travel : Yes, 10 % of the Time

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