Technical Support Engineer 2 - Ion

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position:
Provides front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to provide technical support for tier 1 support for Endoluminal Platforms and Products. Accurately document reported complaints within Customer Relations Management (CRM) database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.
Roles & Responsibilities:
• Provide technical phone support to customers and field personnel, including
Sales, Service, Marketing, etc.
• Quickly become knowledgeable on policies, processes, and procedures as well
as, knowledge of best practices.
• Analyze and troubleshoot complex robotic problems using remote diagnostics
over the telephone. Some on-site or in-house service support may be required.
• Perform system error log reviews providing a summary of findings and
recommendations to field service.

Review auto-generated Service Requests and dispatch Field Service Orders as required through CRM.
• Author and review articles in the Knowledge Base per assigned goal.
• Drive resolution of all product performance issues until acceptable solution is
identified and implemented or it is determined escalation is necessary.
• Available to provide onsite support for any escalated technical issues, or
Customer Care sites per management needs.
• Drive key metrics to support corporate/departmental goals.
• Facilitate technical or product/platform information requests from field engineers.
• Responsible for creating, dispatching, and tracking Cases in the CRM business
system.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule, including holidays and Standby duties.
• Ad-hoc projects as assigned by management

Skills, Experience, Education, & Training:
• AA degree in electronics or mechanical engineering and/or two years related job experience.
• Must be a Field Engineer II or above for at least one year or, six months of experience working in call center support, preferably in the medical device industry.
• Effective analytical, troubleshooting, and problem-solving skills required.
• Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Candidate must have excellent oral, written communication skills, as well as people skills.
• Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft office.
• Less than 25% travel required.

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.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

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. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

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.

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.