Field Service Specialist 2

1 month ago

Vancouver, British Columbia, Canada Intuitive Surgical Full time
Job Description

Primary Function of Position

A Field Service Specialist 2 will support an assigned region or temporarily assigned territory with planned maintenance activities or other actions as required. When required; install, support, troubleshoot, repair, and otherwise maintain all Intuitive products in an assigned region/territory ensuring all service agreements and warranty obligations are fulfilled and exceeding customer expectations. This requires expertise in electro-mechanical systems, specialized training, as well as excellent customer service and communication skills.

Essential Job Duties

  • Perform all types of scheduled maintenance activities for an 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 a specified territory or region in accordance with procedures and within designated timeframes
  • Coordinate and perform system and hardware delivery and installation
  • Competent in knowledge and implementation of O.R. protocol and HIPAA standards
  • Complete all administrative duties including, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed timeframes
  • 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; eg. Assist outside territories during times of an open territory or during absence of assigned Field Service Engineer, assist Sales teams with trade show support as required, assist Genesis teams with sterile reprocessing training as required, 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 you may need to support, Intuitive Surgical University classes as required, and professional development courses as required by management
  • Maintain all aspects of a temporarily assigned territory or region to include, but not limited to; responding to customer needs, establishing a rapport with assigned customer base, and supporting customer training and events as required

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