Intuitive Surgical Careers

Staff Product Support Engineer – Sustaining Support (Sunnyvale, CA OR Raleigh, NC)

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

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 182652


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:

The Sustaining Product Support Engineer works independently to support Tier-3 escalations real-time, create technical content, drive evaluations of issues identified in the field, and participate in performance improvement processes.

Tasks will include support, research, analysis and technical documentation development related to sustaining platforms. The Engineer will work with Product Support Engineering, Product Engineering, Sterile Reprocessing, Vision Engineering, Technical Training Support, DVSTAT, and Field Service Engineering.

Roles and Responsibilities:

• Supports and drives resolution to Tier-3 Escalations from internal customers including: Field Service, DVSTAT, Customer Service, Sales & Mktg.
• Support real-time debug and analysis on clinical system anomalies and advise on resolution path.
• Manages, documents, and educates Service on escalations using JIRA, DVKB, Procedure updates and technical bulletins.
• Drives Serviceability improvements and process standardization
• Drives design changes when issues cannot be resolved through process / education
• May support one or more of the following: Sustaining platform SW release validation & documentation, Field Actions (escalation & support), System Validation, Training support on NPI platforms prior to / during launch


Skill/Job Requirements:

• 5-8 years Field Service Engineer Experience with Complex Capital Equipment and/or medical devices.
• BS in Technical Field of study - Engineering or equivalent desired
• Experience in authoring technical documentation
• Ability to work well in a cross-functional team environment
• Excellent Verbal and Technical Communication

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.