Product Support Engineer, da Vinci Platforms

About the job

Job Description

Primary Function of Position:

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitive’s Robotic System and Integrated Digital Platforms. The primary functions of this position are to resolve real-time field-escalations, develop technical service content, and evaluate field-issues to drive product, process and service infrastructure improvements. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing)

Roles & Responsibilities:

• Provide real-time troubleshooting support of “Tier-3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing)

• Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.

• Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.

• Design and maintain servicing workflow content and integrate into Service Applications in collaboration with Technical Writing and Application Development teams.

• Develop service procedures, technical bulletins, training materials and other technical documentation.

• Develop, manage and support troubleshooting of field engineering infrastructure portfolio including IT operations, field laptop hardware and suite of service software applications.

• Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identify product design, service and quality improvement opportunities.

• Identify and assist technical training team in delivery of training needs for global service personnel.

• Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)