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Intuitive Surgical

Builds robots for minimally invasive surgery

Field Service Engineer

Equipment Field ServiceConfirmed live in the last 24 hours
Full-timeTokyo, JapanNo salary listed

About the Job

Requirements

  • At least two years of troubleshooting experience with medical devices or electromechanical systems is desirable.
  • Strong communication skills are needed to interact with customers and coordinate with internal and external stakeholders.
  • Administrative skills are needed to complete service reports and paperwork accurately.
  • General personal-computer skills, including Microsoft Office, are required.
  • A technical college degree or higher is required; biomedical engineering or electrical engineering is preferred.
  • Native-level Japanese and English reading and writing ability sufficient for work are required.
  • A standard driver's license is required.
  • Prior participation in internal or external medical-device-related training is desirable.
  • A bachelor's degree or higher in biomedical engineering or electrical engineering is preferred.
  • One to three or more years of field service experience in the medical-device industry is desirable.
  • The ability to communicate with customers and explain technical matters orally in English is desirable.
  • Experience with teamwork or project promotion in a medical setting is desirable.
  • Ability to carry equipment weighing up to 45 kg and move machinery weighing up to 540 kg is required.

Responsibilities

  • Maintain products and identify basic support needs, including needs related to surgical and diagnostic programs.
  • Perform advanced troubleshooting and technical support with assistance from technical support or other field service engineers.
  • Install and upgrade systems, handling the process from pre-verification through delivery.
  • Respond promptly and professionally to service calls, with manager or other field service engineer support as needed, including installations, system upgrades, contract renewals, preventive maintenance, annual cleaning and sterilization reviews, instrument and accessory issue response, on-site training, advance exchange program support, and paid repair support.
  • Provide services in accordance with service and warranty contracts.
  • Prioritize service calls based on patient impact and company strategy.
  • Collaborate with sales representatives and team members, manage escalations, and share priorities.
  • Share information with relevant stakeholders, including managers and sales representatives, when adverse events occur.
  • Support team members where possible, including covering other field service engineers' calls.
  • Understand and follow standard and customer-specific operating-room protocols.
  • Resolve and prevent instrument and accessory complaints, including troubleshooting instrument functionality and system interactions and dependencies.
  • Conduct annual cleaning and sterilization reviews, with support from sterilization reprocessing specialists as needed.
  • Train customers as needed to improve the effectiveness and compliance of cleaning and sterilization procedures.
  • Address instrument and accessory issues, complaint reporting, and packaging or shipping corrections, including support for returned merchandise authorization items.
  • Train customer staff, including clinical engineers and robotics coordinators, in basic troubleshooting and system-management best practices.
  • Build trusted relationships with hospital staff, including surgeons, da Vinci coordinators, and clinical engineers.
  • Provide end-user training on updates to instructions for use and upgrades to existing features.
  • Continue providing training and support for instrument cleaning and sterilization to reduce instrument failures and excessive inquiries.
  • Monitor performance criteria and customer feedback, and align work style and shift schedules with customer needs and company expectations.
  • Manage travel, overtime, and shipping expenses while providing high-quality service cost-effectively.
  • Complete administrative work, including service orders, report preparation, and expense claims, accurately and on time.
  • Manage spare-parts inventory.
  • Support exhibitions and similar events.
  • Understand the basic clinical principles of minimally invasive surgery and diagnostic systems, and respond appropriately to customer complaints.
  • Provide feedback to management and support teams to improve processes and operational efficiency.
  • Travel at least 75% annually to customer sites domestically and internationally, with overseas travel possible several times per year.

Desired Qualifications

  • Medical-device-related internal or external training experience is an advantage.
  • Experience working in medical settings as part of a team or promoting projects is an advantage.

About the Company

Intuitive Surgical

Builds robots for minimally invasive surgery

Intuitive Surgical makes da Vinci robots that let surgeons operate through a few small incisions, and Ion, a robot that reaches deep into the lungs to take tissue samples. In 2000, da Vinci became the first robotic system cleared by the FDA for general laparoscopic surgery, meaning keyhole operations in the abdomen. A surgeon sits at a nearby console and steers robotic arms holding a 3D camera and wristed instruments, which turn hand movements into smaller, steadier motions. Hospitals buy or lease the robots, then keep paying for the instruments used in each operation and for service. Intuitive was founded in 1995 to commercialize robotic surgery research from SRI International and is based in Sunnyvale, California.

Company size
10,001+
Company stage
IPO
Headquarters
Sunnyvale, CA
Founded
1995

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