17 days old

Product Support Engineer 4

Intuitive Surgical, Inc.
Sunnyvale, CA 94086
  • Job Code

Job: Customer Service and Field Support
Primary Location: United States-California-Sunnyvale-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 200043


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 Intuitive's internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Customer Support Department.

Roles and Responsibilities:

  • PSE Group Technical Liaison

    o Recognized as Service technical product liaison on assigned NPI Projects

    o Provide field expertise/perspective to internal groups/management as requested.

    o Escalate issues to internal engineering groups as appropriate

    o Identify required improvements related to current support activities and identify projects to close gaps.

    o Communicate with peers and field technical personnel to share applications knowledge gained through ongoing involvement and analysis of products.

  • Development for Continuing Support

    o Develop Knowledge Database articles intended to communicate system issues and notices to the field.

  • Service Documentation Development

    o Develop and validate all service documentation/work instructions used by Field Service for the repair and maintenance of Intuitive products.

    o Verify all service documentation is released and maintained in accordance with the Intuitive Quality System.

    o Verify all field service engineers are properly trained on any new procedures.

  • Upgrade Implementation

    o Develop implementation plans for all field upgrades

    o Coordinate with Regulatory/Compliance to verify all field actions are accomplished in compliance with all FDA Regulations.

    o Coordinate upgrade roll-out activities with field service personnel.

  • New Product Development

    o Act as technical project lead for the Customer Support Group

    o Assess impact of new product to all areas of the Customer Support Group.

    o Collaborate with engineering to identify, quantify, document, and drive completion of Field Service Procedures all deliverables required to support product launch and long term support.

    o Integrate with Engineering Development during pre-launch activities, representing Customer Support's requirements for Design-for Serviceability, technical training, part spares, installation support and ongoing maintenance.

    o Provide documented feedback relative to practical, real-life experience with early life failures, product reliability, "ease of use", and/or serviceability of a new product.

    o Assist the Service Depot with the evaluation of spare part stocking levels for product.

    o Support activities in the field when new product is launched as Technical Service Liaison.

    Skill/Job Requirements:

  • 4-year degree in engineering or equivalent

  • Minimum 10 years' experience working as a product support engineer or equivalent position supporting a field organization. Preferred experience in the medical capital equipment industry.

  • Demonstrated ability to act as a mentor for lower-level personnel.

  • Experience with Documentation Control systems. Prefer Agile/ACCS and SAP (inventory management or DHR).

  • Experience reviewing technical documentation, evaluating against specific criteria, and managing document updates.

  • Demonstrate ability to use project-planning skills to create schedules and manage objectives.

  • 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.

  • Posted: 2020-01-08 Expires: 2020-02-06
    Sponsored by:
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    Sponsored by:
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    Product Support Engineer 4

    Intuitive Surgical, Inc.
    Sunnyvale, CA 94086

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