In the Field Service Engineer position some days can be extremely stressful. One day in Anchorage, Alaska our daVinci Robotic Surgery System had a hard failure. With a Hard Failure the System is completely down until a visit from a Field Service Engineer can take place. At the time I was living in California and I was the only Field Service Engineer available. I flew to Anchorage, Alaska in a massive winter storm picked up the service parts at FedEx and repaired the down system under extreme pressure. There were Doctors, nurses and most importantly the patient waiting for surgery. I had one hour to perform a repair that usually takes three hours minimum. I completed the repair with just minutes to go. I stayed in the operating room to make sure that the patient had a positive outcome and the daVinci Robotic Surgery System was operating within the parameters of our Standard Operating Procedure. The patient had a positive outcome with a major surgery and was very grateful to hear that a Field Service Engineer traveled from San Francisco to repair the complex surgical system and also make sure that they were satisfied with a surgical procedure that saved their life.
The above example awarded me a Making A Difference Award. This is a very high award given to only 3 Field Service Engineers every year at the annual customer service meeting. This award was won of 4 awards that I received as a Field Service Engineer at Intuitive Surgical.
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