Field Service Engineer

Role Overview

• Field service Engineer I supporting all da Vinci® Surgical platforms
• Analyze customer’s requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer.
• Effectively engage in advanced troubleshooting and technical support with support of da Vinci Surgery Technical Assistance Team(dVSTAT) and other FE staff.
• Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved.
• Assess and determine follow up visits to ensure maximum system reliability.
• 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.
• Independently manage all administrative duties of role that includes but are not limited to; 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 develop independent strategies to resolve.
• Off-hours Agent Support for dVSTAT Team as per the schedule.
• Personal Management and Administrative Work Monitor metrics and customer feedback to ensure that work style / shift schedule aligns to the customer’s 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.

Requirements

• Bachelor’s degree in applied science or engineering preferred; or equivalent training/experience which may include extensive course work or study in the field of engineering or applied science.
• 1-3 years of field service experience preferred.
• Good written and oral communication skills.
• Good interpersonal skills.
• Good administrative and record keeping skills.
• Knowledge of Operating Room protocol preferred.
• Ability to independently troubleshoot electro-mechanical systems.
• An ability to travel up to 40%, dependent upon account distribution.
• Occasional overseas travel required.

Benefits

• Flexible work arrangements
• Professional development opportunities