Product Support Engineer

Primary Function of Position:

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitives Robotic System and Integrated Digital Platforms. The primary functions of this position are to resolve realtime fieldescalations develop technical service content and evaluate fieldissues to drive product process and service infrastructure improvements. The Product Support Engineer serves as a primary liaison between Intuitives internal technical groups (Engineering Quality Manufacturing) and the various internal and external departments within the Services Business (e.g. Field Service Technical Product Education Technical Support Service Marketing)

Roles & Responsibilities:

• Provide realtime troubleshooting support of Tier3 escalations from internal customers (Field Service Engineers Technical Support Engineers Network Support Engineers Customer Service Sales & Marketing)
• Provide problemsolving 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 servicebusiness processimprovements and standardization.
• Identify and assist technical training team in delivery of training needs for global service personnel.
• Provide technical support for Quality/PostMarket Surveillance activities (e.g. Field Actions CAPAs)

Qualifications :

Skills Experience Education & Training:

• Minimum Bachelors 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 problemsolving 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 solid interpersonal skills and effective working in crossfunctional and remote team environments.
• Familiarity with relational database management systems (RDBMS) such as SQL Server desired.
• Experience with scripting languages (e.g. Python Matlab PowerShell etc.) version control tools (Git) and Atlassian toolset (e.g. JIRA Confluence) desired.
• 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 COVID19. Details can vary by role.

Intuitive is an Equal Employment 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.

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

We provide marketcompetitive 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 salary ranges are listed.

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 COVID19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity / Affirmative Action 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.

EEO and AA Policy

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

We provide marketcompetitive 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 salary ranges are listed.

Remote Work :

No

Employment Type :

Fulltime