Product Support Engineer

Primary Function of Position

The Product Support Engineer is responsible for providing operational and service engineering support of the Intuitives Robotic System Platforms. The Product Support Engineer serves as a primary liaison between Intuitives internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g. Field Service Technical Product Education Technical Support Service Marketing). Primary focus of this Product Support Engineer will be supporting Field Services Quality Portfolio providing expertise in Field Service Process Design-Assurance Service Design Control Field Equipment Quality Management Field Action Management CAPAs and Audit Support.

Essential Job Duties

• Provide real-time troubleshooting support of Tier-3 escalations from internal customers (Field Service Engineers Technical Support Engineers Network 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) 

Qualifications :

Required Skills and Experience

• Bachelors degree in Engineering discipline or equivalent experience required. 

• Minimum 8 years experience in Engineering Role or equivalent experience supporting service organization required.  Medical device capital equipment experience 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. 

• Possess excellent written/oral/technical communication ability with strong interpersonal skills and effective working in cross-functional and remote team environments.

Required Education and Training

• Bachelors degree in Engineering discipline or equivalent experience required.

Preferred Skills and Experience

• Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.

• Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.

• Experience with scripting languages (e.g. Python Matlab PowerShell etc.) and Atlassian toolset (e.g. JIRA Confluence) a plus.

• Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS SAP SalesForce Polarion Windchill Trackwise)

• Familiarity with PACS Healthcare IT and Network Support a plus. 

• Familiarity/experience with CAD tools (Solidworks) a plus.

Additional Information :

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 employeeswho 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 governments 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 employeesstart 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.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidates experience knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidates qualifications consistent with applicable law.

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.

Remote Work :

No

Employment Type :

Full-time