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About the Role

As a pioneer and market leader in robotic-assisted surgery, Intuitive is seeking passionate individuals to join our mission of making minimally invasive care life-enhancing care. We are committed to fostering an inclusive and diverse team that makes a difference by expanding the potential of physicians to heal without constraints.

Responsibilities

Contribute to improving safety and efficiency in medical settings through product maintenance, repair, and technical support based on customer maintenance contracts.
Provide basic system operation training and troubleshooting.
Collaborate with technical support and product support for troubleshooting and repairs.
Work with teams and sales representatives to provide prompt and accurate service to maximize customer satisfaction.
Support the safe operation of the da Vinci Surgical System, reducing the workload of medical professionals and ensuring patient safety.
Perform product maintenance and identify basic support needs, including surgery and diagnostic programs.
Conduct advanced troubleshooting and technical support with support from technical support and other FSEs.
Handle system installation and upgrade tasks from pre-verification to delivery.
Respond to service calls professionally and promptly, including installations, system upgrades, contract renewals, preventive maintenance, cleaning/sterilization reviews, I&A defect response, on-site training, and AEX/paid repair support.
Provide services in accordance with service and warranty contracts.
Prioritize service calls based on patient impact and company strategy.
Collaborate with sales representatives and team members, manage escalations, and share priorities.
Share information with relevant parties (managers, sales representatives, etc.) in case of adverse events.
Support team members by covering other FSEs' calls when possible.
Understand and operate standard and customer-specific operating room protocols.
Resolve and prevent I&A complaints, including troubleshooting instrument functions and supporting SRS for cleaning/sterilization reviews and customer training.
Provide training to customer staff (CE, Robotics Coordinator, etc.) on basic troubleshooting and system management best practices.
Build trusting relationships with hospital staff, including surgeons, da Vinci coordinators, and CEs.
Conduct end-user training for existing feature upgrades, such as user manual updates.
Continuously provide training and support for I&A cleaning and sterilization to reduce instrument malfunctions and excessive inquiries.
Monitor performance metrics and customer feedback to align work style and schedules with customer needs and company expectations.
Manage expenses (travel, overtime, shipping, etc.) with a focus on cost reduction while providing high-quality service.
Complete administrative tasks (service orders, report creation, expense reimbursement, etc.) accurately and on time.
Manage spare parts inventory.
Support exhibitions and events.
Understand the clinical principles of minimally invasive surgery and diagnostic systems to deeply understand and appropriately respond to customer complaints.
Provide feedback to management and support teams for continuous process improvement and operational efficiency.

Requirements

2+ years of experience in troubleshooting medical devices or electromechanical systems is desirable.
High communication skills required for customer interaction and coordination with internal/external stakeholders.
Administrative skills for accurate service reports and administrative processing.
General PC skills, including Microsoft Office.
Associate's degree or higher (preferably in biomedical engineering or electrical engineering).
Native level Japanese proficiency.
Business-level English reading and writing ability.
Valid driver's license.
Experience in medical device-related internal/external training is a plus.
Bachelor's degree or higher in biomedical engineering or electrical engineering is preferred.
1-3 years of field service experience in the medical device industry is desirable.
Verbal communication skills for customer interaction and technical explanations in English are preferred.
Experience in teamwork or project promotion in a medical setting is a plus.

Skills

Troubleshooting
Technical Support
System Installation
System Upgrade
Preventive Maintenance
Customer Training
Communication
Administrative Skills
PC Operation
Microsoft Office
Inventory Management
Process Improvement

Location

Remote

Work Type

Remote
Employee
Full-time

Experience Level

Professional 1 (5)

Education Level

Associate's degree or higher
Bachelor's degree or higher

Benefits

Remote work system available
Flextime system introduced

About the Company

At Intuitive, we are united behind our mission: we believe that minimally 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.

Equal Opportunity

The company selects candidates fairly based solely on their aptitude and ability, in accordance with laws.
This position may be hired at a different level than described herein, depending on business needs and the experience, knowledge, and skills of the candidate.
Compensation will be determined primarily based on the hired job level and candidate qualifications, in accordance with applicable laws.