Service Support Engineer
Intuitive Surgical - Sunnyvale, CA

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Job : Customer Support and Services
Primary Location : United States-California-Santa Clara County-Sunnyvale

Schedule : Full-time

Service Support Engineer - 130927

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:
Develop essential field service skills by supporting internal customer’
s systems including Laboratory, Clinical and Training systems. Provide backfill support for US based Field Service Engineers and customer accounts as required. Transition to a US based field location within 6-12 months (timing and location to be determined by organization requirements).

Roles and Responsibilities:
System Support
  • Provide technical support to clinical labs and training centers
  • Troubleshoot and repair Intuitive Surgical products and associated equipment failures as required
  • Perform maintenance inspections as required to ensure system meets performance specifications
  • Administrative duties, which include but not limited to; maintaining accurate configurations of installed base; Field Activity Reports, Return Material Authorizations, Expense Reports etc...
  • Manage spare parts inventory
  • Install system upgrades and support tradeshow activity

  • Develop abilities in the following areas:
  • Pre-site verification for system installation
  • Coordinate system delivery and installation (e.g. confirming site readiness)
  • Present and sell Service Agreements
  • Service Contracts: collections & invoicing process
  • Effectively work with surgeons, nurses, robotics coordinators
  • Train Clinical Sales Reps (CSR) on new system features

  • Provide backfill support (temporary basis) for Field Service Engineers (i.e. vacation, Leave of Absence, etc…)
  • Provide process improvements and efficiencies for the Customer Support organization
  • Become trained in OR protocol knowledge
  • Gain understanding of the Service Operations organization, primarily the RMA area Q
  • ifications
Skill/Job Requirements:
  • 1+ years of Field Service Experience preferred
  • AA degree in electronics or mechanical engineering or equivalent training/experience
  • Technical aptitude to troubleshoot electro-mechanical systems
  • Excellent customer service skills
  • Good written, oral communication and computer skills
  • Strong administrative and record keeping skills
  • Ability to travel up to 50%
  • Ability to lift 100 lbs.

About this company
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Intuitive Surgical is haptic to meet you. Employing haptics (the science of computer-aided touch sensitivity), the firm developed the da...