Service Engineer Field Service Engineer in Newcastle upon Tyne

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference.

For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Intuitive Surgical is widely considered the most exciting medical device company in the world today. Surgeons worldwide are changing the way surgery is performed by utilizing our robotic surgical device, the da Vinci® Surgical System, to enhance their surgical precision and greatly improve patient benefits.

We are seeking a Field Service Engineer to manage Customer Technical Relations after the point of Sale on all Intuitive Surgical Products, in an assigned territory. Responsibilities include:

• Analyze customer’s requirements to ensure effective system installation by providing Pre-site Planning and Installation Coordination with the customer.
• Identify, make recommendations, and provide feedback to Product Support and Product Engineering on product or process enhancements that address customer concerns.
• Provide on-site technical and training support to Junior and Field Service Engineers, ensuring proper technical escalation to resolution.
• Engage service contract renewal discussions with hospitals by presenting the value proposition of Intuitive Surgical’s service offerings.
• Assess customer-training needs with respect to technical training in an Operating Room environment and provide both technical training and support as required.
• Manage Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database.
• Support Sales Training and Marketing events by analyzing potential issues and developing independent strategies to resolve.

Qualifications:

• College degree in applied science or engineering preferred; or equivalent training/experience which may include extensive coursework or study in the field of engineering or applied science.
• 5-10 years of experience as a Field Service Engineer, including experience in the medical device industry.
• Track record of solid customer relationships with Surgeons and Hospital staff.
• Proven track record in providing training support.
• Well versed at presenting the value proposition of service offerings.
• Proven ability to independently troubleshoot complex electro-mechanical systems.
• An ability to travel up to 80%.

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.