Field Service Support Specialist 2

4 weeks ago

Toronto, Canada Intuitive Full time

Company Description

At Intuitive, we are united behind our mission: we believe that mínimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of mínimally invasive care.

**Job Description**:
**Primary Function of Position**:
This Field Service Support Specialist will provide support Canada-wide or within a 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.

**Responsib**ilities**:

- 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

**Additional Responsibilities**:

- Conduct training sessions at hospitals
- Understand and comply with all department and company policies
- Provide management with a quarterly territory review and assessment
- Complete all administrative tasks in the required time frame
- Ability to Travel ~80% within the travel and expense policy
- Ad hoc tasks assigned by management
- Reside within 50 km of an airport and within a designated city in your assigned region
- Willing to work a flex shift, second shift, or other as required by territory and management
- Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience)

**Qualifications**:
**Competency Requirements**:
Competency is based on education, training, skills and experience. In order to adequately perform the responsibilities of this position the individual must have:

- Minimum 1-3 years of Field Service Experience pr

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