现场服务工程师
Field Service Engineer
职位主要职责：
一名三级现场服务工程师将在其负责的区域内安装、支持、排查故障、维修并维护所有直觉公司（Intuitive）产品，确保所有服务协议和保修义务得到履行，并超越客户期望。此外，具有工作经验的三级现场服务工程师还需对初级现场服务工程师进行指导，根据需要执行区域行政任务，并根据要求参与新产品发布和流程改进项目。这需要具备机电系统专业知识、专业培训，以及出色的客户服务、沟通和时间管理技能。
岗位职责：
· 在所有系统平台中担任达芬奇®手术技术高级专家。
· 为所负责区域执行所有类型的计划维护活动，包括但不限于系统检查、预防性维护、软件更新、系统召回、现场行动和升级。
· 根据规程在规定时间内排查、诊断和维修所负责区域内所有直觉公司产品及相关设备。
· 协调并执行系统和硬件的交付与安装。
· 完成所有行政工作，包括但不限于备件库存、现场活动报告、退货授权、费用报告等，并在规定时间内完成。
· 维护所有直觉公司提供的物品，包括发放的工具、校准工具套装、员工车辆、笔记本电脑、iPad以及其他公司拥有或发放的资产。
· 根据需要支持直觉公司团队以实现公司目标；例如，根据需要协助销售团队参加展会支持，为客户提供电话支持，并根据需要向其他直觉团队提供医院联系人等。
· 向总部提供反馈，并根据需要参与持续改进项目，以优化流程并提高效率。
· 完成所有必要的培训内容，包括但不限于所负责区域内所有直觉公司产品的设备培训、直觉外科大学课程以及管理层要求的专业发展课程。
· 维护所负责区域的所有方面，包括但不限于响应客户需求、维护系统安装基础配置、客户联系人信息，与指定客户建立良好关系。
查看英文原文
Primary Function of Position:
A Field Service Engineer 3 will install, support, troubleshoot, repair, and otherwise maintain all Intuitive
products in their assigned territory ensuring all service agreements and warranty obligations are fulfilled
and exceeding customer expectations. Additionally, a Field Service Engineer 3 with time served, will
provide mentoring to junior Field Service Engineers, perform regional administrative tasks as required,
and take part in new product introductions and process improvement initiatives as required. This
requires expertise in electro-mechanical systems, specialized training, as well as excellent customer
service, communication and time management skills.
Roles & Responsibilities:
· Senior da Vinci® Surgical technical expert across all system platforms.
· Perform all types of scheduled maintenance activities for your assigned territory including, but not limited to; system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades
· Troubleshoot, diagnose, and repair all Intuitive products and associated equipment within your specified territory in accordance with procedures and within designated timeframes.
· Coordinate and perform system and hardware delivery and installation.
· Complete all administrative duties, which include but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed time frames.
· Maintain all Intuitive provided items to include; issued tooling, calibrated tool sets, employee vehicle, laptops, iPads, and any other company owned or issued assets
· Support Intuitive teams as required to facilitate company objectives; e.g. Assist Sales teams with trade show support as required, provide phone support for customers and provide hospital contacts to other Intuitive teams as required, etc.
· Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies.
· Complete all required training items to include, but not limited to; equipment training for all Intuitive products in your assigned territory, Intuitive Surgical University classes as required, and professional development courses as required by management.
· Maintain all aspects of your assigned territory to include, but not limited to; responding to customer needs, maintaining system Install base configurations, customer contacts, establishing a rapport with assigned customer base, supporting customer training and events as required.
· With time served, mentor junior Field Service Engineers in your region on maintenance, customer service skills, and administrative functions as required/directed by management
· Participate in new product introduction initiatives as required by management and product support
· Participate in regional continuous process improvement projects as required by management, product support, engineering, and other cross functional groups
· Support service contract renewals as required.
Required Knowledge, Skills, and Experience:
· A university or college degree in science or a technical engineering or equivalent or 5 years equivalent work experience or 3 years experience and a Master’s degree; or a PhD without experience
· Strong written and oral communication skills in the Market’s local language(s) and English
· Strong interpersonal skills
· Strong technical knowledge of Intuitive Surgical products, with time served
· Teaching and presentation skills
· Strong administrative and record keeping skills
· Knowledge of Operating Room protocol preferred
· Track record of solid customer relationships with Surgeons and Hospital staff preferred
· Proven ability to independently troubleshoot complex electro-mechanical systems
· An ability to travel up to 50-70%, dependent upon account distribution and region
Intuitive is an Equal Employment Opportunity Employer. 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.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.
Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).
For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.
This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.