Product Support Engineer

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive . As a global leader in robotic-assisted surgery and minimally invasive care , our technologies-like the da Vinci surgical system and Ion -have transformed how care is delivered for millions of patients worldwide.

We're a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful-because every improvement we make has the potential to change a life.

If you're ready to contribute to something bigger than yourself and help transform the future of healthcare , you'll find your purpose here.

Job Description

Primary Function of Position

The Product Support Engineer is responsible for providing operational and service engineering support of the Intuitive's Robotic System Platforms. The Product Support Engineer serves as a primary liaison between Intuitive's internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing). Primary focus of this Product Support Engineer will be supporting Field Service's Quality Portfolio, providing expertise in Field Service Process Design-Assurance, Service Design Control, Field Equipment Quality Management, Field Action Management, CAPAs and Audit Support.

Essential Job Duties

• Provide real-time troubleshooting support of "Tier-3" escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing)
• Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.
• Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.
• Develop and manage field tooling and solutions (hardware, software, infrastructure tools).
• Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identifying product design, service and quality improvement opportunities.
• Identify and drive service-business process-improvements and standardization.
• Identify and assist technical training team in delivery of training needs for global service personnel.
• Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Qualifications

Required Skills and Experience

• Bachelor's degree in Engineering discipline or equivalent experience required.
• Minimum 8 years experience in Engineering Role or equivalent experience supporting service organization required. Medical device capital equipment experience preferred.
• Possesses effective analytical, troubleshooting and problem-solving skills.
• Demonstrated ability in developing effective technical documentation.
• Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
• Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.

Required Education and Training

• Bachelor's degree in Engineering discipline or equivalent experience required.

Preferred Skills and Experience

• Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.
• Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.
• Experience with scripting languages (e.g. Python, Matlab, PowerShell etc.) and Atlassian toolset (e.g. JIRA, Confluence) a plus.
• Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)
• Familiarity with PACS, Healthcare IT and Network Support a plus.
• Familiarity/experience with CAD tools (Solidworks) a plus.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government's licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan ("TCP") (note: typically adds 2 weeks to the hiring process).


For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee'sstart date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.


We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate's experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate's qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.