Intuitive Surgical Careers

Product Support Engineer 2

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-Sunnyvale-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 180903


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority. 

Primary Function of Position:

A Product Support Engineer (PSE) serves as the primary technical liaison between ISI's internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Customer Support Department.

Roles and Responsibilities:

  • Technical Support 
    • Provide 3rd-tier technical support to regional Technical Support Engineers 
    • Escalate issues to internal engineering groups as appropriate 
    • Communicate with peers and field technical personnel to share applications knowledge gained through ongoing involvement and analysis of products. 
  • Continuing Support 
    • Develop Knowledge Database articles intended to communicate system issues and notices to the field. 
    • Evaluate the impact of Engineering Changes on the support of product in the field. 
  • Service Documentation Development 
    • Develop and validate all service documentation/work instructions used by Field Service for the repair and maintenance of ISI products. 
    • Verify all service documentation is released and maintained in accordance with the ISI Quality System. 
    • Verify all field service engineers are properly trained on any new procedures. 



Skill/Job Requirements:

  • 4-year degree in electronics or biomechanical engineering 
  • Minimum 2 years’ experience working as a field service representative/biomedical engineer, product support engineer, or supporting a field organization with preferred experience in the medical capital equipment industry. 
  • Experience with Electronic Documentation systems. Prefer Agile/ACCS and SAP (inventory management or DHR). 
  • Experience reviewing technical documentation, evaluating against specific criteria, and managing document updates. 
  • Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications. 
  • Must possess a basic understanding of GMP/ISO. 
  • Must possess effective analytical, troubleshooting and problem-solving skills. 
  • Must possess strong attention-to-detail, individual initiative, sense of ownership, and organizational skills. 
  • Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects. 
  • Must be capable or working effectively in cross-functional project teams. 
  • Candidate must have excellent oral and written communication skills, as well as strong interpersonal skills.

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.