Product Support Engineer, Content Asset Management

About the role

Primary Function of Position

The Product Support Engineering team provides operational and service engineering support of Intuitive's Robotic System and Integrated Digital Platforms. The primary functions of this position are to deliver customer success and uptime assurance by developing technical service content related to the service of Intuitive's Product Platforms.

Additionally the role will be responsible for investigating field-issues to drive product and service process improvements as well as resolve real-time field and customer escalations.

The Product Support Engineer, Content Asset Management works closely with Product Design teams, Service Product Management, Service Application Design, Technical Support, Quality and various Global stakeholders to deliver, organize and manage service content and solutions that enhance global field service operations methodologies, diagnostic capabilities and knowledgebase.

Roles & Responsibilities

• Develop and maintain service manuals and workflows, troubleshooting documentation, knowledgebase content, technical bulletins, training materials and other customer-impacting service content assets related to the maintenance, installation, upgrade, diagnosis and repair of complex surgical robotic platforms.
• Facilitate failure investigations, data collection and root-cause analysis, and work closely with engineering teams to identify improvement opportunities in: service workflow, fault-isolation framework & design and product quality/reliability.
• Support service application specification definition, development, validation, documentation, release and deployment strategies.
• Collaborate with Global Services Solutions departments and leaders to ensure that service content asset management solutions developed are aligned with the Global Services operational goals and strategic vision.
• Provide real-time troubleshooting support of "Tier-3" escalations by applying problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Identify and assist technical training team in the content creation and delivery to global service personnel.
• Provide technical and execution support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Qualifications & Requirements

Skills, Experience, Education, & Training

• Bachelor's degree in Engineering discipline or equivalent experience required.
• Minimum 5 years experience in Engineering Role or equivalent experience supporting service organization required. Medical-device capital equipment and/or robotics experience preferred.
• Possesses effective analytical, troubleshooting and problem-solving skills.
• Demonstrated ability in developing clear and effective technical writing documentation.
• Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
• Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.

Preferred Skills and Experience

• Experience in Field Service Engineering or Hospital Biomedical Equipment Departments.
• Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.
• Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.
• Experience with scripting languages (e.g. Python, Matlab, PowerShell etc.) and Atlassian toolset (e.g. JIRA, Confluence) a plus.
• Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)
• Familiarity with Healthcare IT and Network Support a plus.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Mandatory Notices

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.

Accommodation & Accessibility Notice

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.