Field Service Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Evaluate customer requirements to facilitate effective system installation through Pre-site Planning and Installation Coordination with the client.

• Demonstrate the capability to independently manage and schedule both pre-planned and ad-hoc appointments with customers to ensure optimal system reliability, functionality, and achievement of Uptime Guarantees.

• Analyze and determine the necessity of follow-up visits to maximize system reliability.

• Exercise discretion and independent judgment when evaluating the functionality and repairing Intuitive Surgical products.

• Identify, recommend, and provide feedback to Product Support and Product Engineering regarding product or process enhancements that address customer concerns.

• Deliver on-site technical assistance and training support to Junior and Field Service Engineers, ensuring proper technical escalation to resolution when necessary.

• Lead discussions on service contract renewals with hospitals by articulating the value proposition of Intuitive Surgical’s service offerings.

• Independently oversee all administrative responsibilities associated with the role, including but not limited to Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in the Call Escalation database.

• Assist in Sales Training and Marketing events by identifying potential issues and developing independent strategies for resolution.

⛳️ Requirements

• A college degree in applied science or engineering is 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, particularly in the medical device industry.

• Exceptional written and verbal communication skills.

• Strong interpersonal skills.

• Excellent administrative and record-keeping abilities.

• Comprehensive knowledge of Operating Room protocols.

• Proven history of maintaining solid customer relationships with Surgeons and Hospital personnel.

• Demonstrated success in providing training support.

• Proficient at presenting the value proposition of service offerings.

• Proven ability to troubleshoot complex electro-mechanical systems independently.

• Willingness to travel up to 25%, depending on account distribution.

🏝️ Benefits

• Equal Employment Opportunity Employer

• Prohibits discrimination and harassment of any type