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Technical Support Engineer

2 months ago


Chicago, Illinois, United States Intuitive Full time
Company Overview

At Intuitive, we are driven by a singular mission: to enhance lives through minimally invasive care. Our innovative technology empowers healthcare professionals to perform procedures with greater precision and less disruption. As a leader in robotic-assisted surgery, we are dedicated to building a diverse and inclusive workforce that is committed to making a significant impact in the healthcare sector.

For over 25 years, we have collaborated with hospitals and healthcare teams globally to tackle some of the most challenging issues in healthcare and push the boundaries of what is achievable. We believe that exceptional ideas can emerge from any background, and we are committed to fostering a culture of inclusion, respect, and diversity of thought. Our passionate team members are characterized by their integrity, eagerness to learn, and a strong drive to excel. We invest in our employees' growth to help them reach their full potential and contribute to our mission.

Position Overview

Key Responsibilities

A Field Service Engineer 1 is responsible for the installation, support, troubleshooting, repair, and maintenance of all Intuitive products within their designated area, ensuring that all service agreements and warranty commitments are met while exceeding customer expectations. This role requires a strong understanding of electromechanical systems, specialized training, and exceptional customer service and communication skills.

  • Conduct scheduled maintenance activities, including system inspections, preventive maintenance, software updates, and equipment upgrades.
  • Diagnose and repair all Intuitive products and related equipment within the specified area, adhering to established procedures and timelines.
  • Coordinate and execute the delivery and installation of systems and hardware.
  • Demonstrate knowledge of operating room protocols and HIPAA regulations.
  • Complete all necessary administrative tasks, including spare parts inventory and activity reports, within designated timeframes.
  • Maintain all Intuitive-provided equipment, including tools, vehicles, and technology.
  • Support various Intuitive teams to achieve company objectives, such as assisting with training and events.
  • Provide feedback to headquarters and participate in continuous improvement initiatives.
  • Complete all required training, including product-specific training and professional development courses.
  • Manage all aspects of the assigned territory, including customer relations and support for training and events.
Qualifications

Essential Skills and Experience
  • Provide technical assistance to end-users and other Intuitive personnel.
  • Facilitate training sessions at various locations.
  • Adhere to all departmental and company policies.
  • Prepare quarterly reviews and assessments of the assigned territory.
  • Complete administrative responsibilities within required timelines.
  • Willingness to travel approximately 60% as per company policy.
  • Perform additional tasks as assigned by management.
  • Reside within a reasonable distance of the assigned territory.
  • Flexibility to work various shifts as required.
  • Exhibit the personal attributes expected of Intuitive personnel (e.g., character, capacity, energy, experience).
Working Conditions
  • Ability to lift up to 75 lbs and maneuver wheeled objects weighing up to 1,200 lbs.
  • Maintain a clean driving record.
Additional Information

Due to the nature of our business, proof of vaccination against certain diseases, including COVID-19, may be required.

Intuitive is an Equal Employment Opportunity Employer, committed to providing equal opportunities to all qualified applicants and employees, and prohibits discrimination and harassment of any kind. We will consider qualified applicants with arrest and conviction records in accordance with fair chance laws.

We offer competitive compensation packages, including base pay, incentives, benefits, and equity, with actual pay determined based on various factors such as experience and qualifications.