Product Support Engineer, Content Asset Management

Job description

Primary Function of Position

The Product Support Engineering team provides operational and service engineering support of Intuitive’s Robotic System and Integrated Digital Platforms. The primary functions of this position are to deliver customer success and uptime assurance by developing technical service content related to the service of Intuitive’s Product Platforms. Additionally the role will be responsible for investigating field-issues to drive product and service process improvements as well as resolve real-time field and customer escalations.

The Product Support Engineer, Content Asset Management works closely with Product Design teams, Service Product Management, Service Application Design, Technical Support, Quality and various Global stakeholders to deliver, organize and manage service content and solutions that enhance global field service operations methodologies, diagnostic capabilities and knowledgebase.

Roles & Responsibilities

• Develop and maintain service manuals and workflows, troubleshooting documentation, knowledgebase content, technical bulletins, training materials and other customer-impacting service content assets related to the maintenance, installation, upgrade, diagnosis and repair of complex surgical robotic platforms.
• Facilitate failure investigations, data collection and root-cause analysis, and work closely with engineering teams to identify improvement opportunities in: service workflow, fault-isolation framework & design and product quality/reliability.
• Support service application specification definition, development, validation, documentation, release and deployment strategies. Collaborate with Global Services Solutions departments and leaders to ensure that service content asset management solutions developed are aligned with the Global Services operational goals and strategic vision.
• Provide real-time troubleshooting support of “Tier-3” escalations by applying problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Identify and assist technical training team in the content creation and delivery to global service personnel.
• Provide technical and execution support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Qualifications

Skills, Experience, Education, & Training

• Bachelor’s degree in Engineering discipline or equivalent experience required.
• Minimum 5 years experience in Engineering Role or equivalent experience supporting service organization required. Medical-device capital equipment and/or robotics experience preferred.
• Possesses effective analytical, troubleshooting and problem-solving skills.
• Demonstrated ability in developing clear and effective technical writing documentation.
• Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
• Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.

Preferred Skills and Experience

• Experience in Field Service Engineering or Hospital Biomedical Equipment Departments.
• Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.
• Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.
• Experience with scripting languages (e.g. Python, Matlab, PowerShell etc.) and Atlassian toolset (e.g. JIRA, Confluence) a plus.
• Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)
• Familiarity with Healthcare IT and Network Support a plus.