Product Support Engineer V

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-Sunnyvale-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 192869
Description
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 Liaisono Recognized as Service technical product liaison on assigned NPI Projectso Provide field expertise/perspective to internal groups/management as requested. o Escalate issues to internal engineering groups as appropriateo 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 Supporto Develop Knowledge Database articles intended to communicate system issues and notices to the field.• Service Documentation Developmento 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 Implementationo Develop implementation plans for all field upgradeso 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 Developmento 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.Qualifications
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.