Field Service Engineer
Field Service Engineer
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Job Description
Position Summary
The Field Service Engineer I will follow procedures to execute safe maintenance basic repair activities and instrument support on Intuitive products such that customer needs service agreements and warranty obligations are satisfactorily fulfilled.
Deliver a positive customer experience by exceeding customer expectations and maintaining customer satisfaction to the highest possible level.
Provide customer training on basic troubleshooting and system handling best practices to support the growth and operational effectiveness of our customers surgical and advanced diagnostic programs.
Leverage other field engineers technical support and product support engineering for advanced troubleshooting and repairs.
Roles and Responsibilities
Goal Achievement serving our customers
- Manage all maintenance and basic technical support needs of the customer including surgical and diagnostic systems
- Effectively engage in advanced troubleshooting and technical support with support of da Vinci Surgery Technical Assistance Team(dVSTAT) and other FE staff
- Perform preinstallation site verifications assist in coordination of system delivery and perform system installation
- Ensure that service calls are handled speedily fully and professionally with support of Manager and other FE staff as needed including:
- Installations
- System upgrades
- Contract renewals
- Preventative Maintenance
- Annual Sterilization and Reprocessing site reviews
- Defective Instrument & Accessories handling
- Onsite implementation
- AEX (advance exchange program) and paid repair support
- Other
- Ensure that service activities are performed and implemented per service agreement / warranty requirements for designated customer accounts
- Prioritize service calls based on patient impact and company strategic objectives
- Partner with sales representatives and other team members to coordinate work manage escalations and to inform prioritization of activities
- Ensure that when adverse events occur that relevant persons are informed: regional field service manager sales representative and others as applicable
- Provide limited support to teammates in constructive and collaborative manner including providing call coverage for other FEs as needed
- Understand and operate within standard and customerspecific operating room protocol.
- Support complete Instrument and accessory (I&A) customer complaint resolution and prevention including:
- Basic and advanced instrument functionality and troubleshooting including system interaction and dependencies
- Performance of annual sterilization & reprocessing site reviews for designated customers with support of Sterile Reprocessing Specialist (SRS) as needed
- Customer training to improve efficacy and compatibility of sterilization & reprocessing processes with support of Sterile Reprocessing Specialist (SRS) as needed
- Handling of defective instruments and accessories including complaint submission and correct packaging / shipping of product to designated location (Support of High RMA etc. led by SRS)
Customer Relationship Management & Training / Education
- Provide training for customer staff (ME robotics coordinator or others) in basic troubles shooting and system management best practices with the goal of increasing system reliability and reducing avoidable field service engineer intervention
- Develop rapport with hospital staff including surgeons robotics coordinators and MEs
- Train end users on new features or enhancements made to existing features including new IFUs etc.
- Provide ongoing training / support for I&A reprocessing (cleaning & sterilization) to reduce defective instrument rates and adherence to company directives
Personal Management and Administrative Work
- Monitor metrics and customer feedback to ensure that work style / shift schedule aligns to the customers needs and company requirements
- Manage costs (travel & expense overtime freight charges etc.) to deliver high service level to the customer while also reducing cost as much as possible
- Complete administrative duties accurately and in timely manner including:
- Service Order documentation
- Field Activity Reports (FAR)
- Return Material Authorizations (RMA)
- Expense reporting HR work time etc.
- Manage spare parts inventory
- Support trade show activities
- Maintain a basic understanding of the clinical principles of minimally invasive surgery and diagnostic systems to better understand and address customer complaints
- Continual process improvement provide feedback to management team and support functions to improve processes and final efficiencies
Qualifications :
Skill/Job Requirements
- Minimum education: Biomedical engineering or electrical degree preferred
- Minimum 1 to 3 years of field service experience preferred
- Proven ability in troubleshooting electromechanical systems required
- Strong administrative and record keeping skills required
- Good written and oral communication skills required
- General computer skills required
- Ability to travel up to 75% required
- Able to lift 45kg and move object up to 540kg required
- English reading and writing ability and Japanese native level required
- Strong English oral ability preferred
- Drivers license
Other Expectations
- Occasional overseas travel required
Additional Information :
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
