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.