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Senior Field Service Engineer (da Vinci® Surgical System)
Location: [Specify Territory - Territory-to-be-assigned] Company: Intuitive Surgical – [Transforming Care Through Innovation]
About Intuitive Surgical
Intuitive Surgical began with a simple vision: to make surgery less invasive and recovery less painful. Today, we are a global leader in robotic-assisted surgery and minimally invasive care, empowering healthcare providers with groundbreaking technologies like the da Vinci® Surgical System and Ion™, which have redefined patient care for millions worldwide.
Our purpose is simple: make surgery smarter, safer, and more human. Every day, our team of engineers, clinicians, and innovators works to improve precision, enhance recovery, and transform lives. If you believe in creating meaningful change, you’ll find your place here.
Job Overview
As a Senior Field Service Engineer, you will manage customer technical relations post-purchase for Intuitive Surgical Products across assigned territories. This critical role requires:
- Independent problem-solving (technical escalations, priority management)
- Strong stakeholder collaboration (with surgeons, hospital staff, and internal teams)
You will serve as the lead technical expert for da Vinci® Surgical Systems, ensuring optimal functionality, training, and customer satisfaction while driving service contract renewals through clear value propositions.
Key Responsibilities
Technical Management & Forefront Support
- Provide expert technical oversight across all da Vinci® Surgical System models, troubleshooting complex electro-mechanical systems autonomously.
- Collaborate with Product Support & Engineering by identifying product deficiencies and recommending process/design enhancements to address customer feedback.
Customer Relations & Contract Management
- Lead customer-facing interactions: Analyze requirements, and plan/schedule on-site service visits (both planned and urgent) to maximize system reliability, meeting Uptime Guarantees via strategic planning and site visits.
- Develop customized service proposals to encourage contract renewals, emphasizing Intuitive’s surgical outcomes, technical training, and ongoing support values.
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Training & Leadership
- Mentor and support junior Field Service Engineers or colleagues, **escalating issues effectively to drive timely resolutions.
- Conduct on-site technical training for hospital staff in Operating Room workflows, tailoring sessions to individual customer training needs.
Operational Excellence
- Oversee administrative duties to ensure seamless service delivery, including:
- Spare parts inventory and returned device authorizations
- Preventative maintenance scheduling, contracted equipment validation
- Service contract billing & accuracy, system configuration updates
- Maintain comprehensive record-keeping across databases (e.g., Call Escalation Logs).
Sales Support & Accountability
- Partner with Sales & Marketing to prepare presentations, anticipate challenges, and develop resolution strategies for customer engagement events.
Required Knowledge, Skills & Experience
- Education: Bachelor’s degree in engineering (applied science, bioengineering preferred) or equivalent experience via specialized coursework/training.
- Experience: 5–10 years as a Field Service Engineer, with medical/robotic device industry experience highly desirable.
- Technical Proficiency:
- Proven ability to independently diagnose & resolve electrical/mechanical faults in surgical systems.
- In-depth knowledge of Operating Room protocols and workflows.
- Soft Skills:
- Outstanding written & oral communication for clearly conveying technical insights to non-technical stakeholders (e.g., surgeons, managers).
- Demonstrated Administrative & Compliance skills (documentation, meeting deadlines).
- Customer relationship management: track record of fostering strong surgeon/hospital partnerships.
- Training expertise: history of effectively delivering instruction on new systems.
- Travel: Capability to travel up to 25% (flexible, based on account geography).
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About You
We seek a self-motivated technical leader who thrives in fast-paced environments, drives resolution through initiative, and prioritizes patient outcomes. If you’re passionate about mentoring, hands-on troubleshooting, and helping transform healthcare, we’d love to hear from you.
Why Join Intuitive?
- Impact: Influence innovations that directly improve patient care.
- Collaboration: Work alongside ** Hanover慧康 clinic尖刃于 meilleur les processus clíniques** pour leurs solutions innovantes.
- Innovation: Be part of a vanguard company shaping the future of robotic surgery.
- Engagement: Travel-based role with dynamic exposure to diverse hospitals and surgeons globally.
Equal Opportunity & Employment
Intuitive Surgical is an Equal Opportunity Employer. We welcome qualified applicants regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, protected veteran status, or criminal history. We comply with all U.S. national and local employment laws.
- Possible export control requirements: Certain roles (when applicable) may require government export clearance, which can add 3–6+ months to hiring timelines. Applicants will be notified if this applies.
Disclaimer: Final job level and compensation bounded to business needs, experience, and compliance with applicable laws.
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