Product Support Engineer at Intuitive

Primary Function of Position The Product Support Engineer is responsible for providing operational and service engineering support of the Intuitive’s Robotic System Platforms. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing). Primary focus of this Product Support Engineer will be supporting Field Service’s Quality Portfolio, providing expertise in Field Service Process Design-Assurance, Service Design Control, Field Equipment Quality Management, Field Action Management, CAPAs and Audit Support. Essential Job Duties • 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.  • Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.  • Develop and manage field tooling and solutions (hardware, software, infrastructure tools). • Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identifying product design, service and quality improvement opportunities. • Identify and drive service-business process-improvements and standardization. • 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)