Intuitive
Healthcare
FieldServiceEngineer
Neural analysis suggests this role is
optimal for mid candidates.
“Field Service Engineer at Intuitive. Skills: Field service, Technical support, Troubleshooting, Customer service. 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”
What You'll Achieve.
Contribute to improving safety and efficiency in medical settings; Maximize customer satisfaction; Support the safe operation of the Da Vinci Surgical System; Reduce workload for medical professionals; Ensure patient safety; Reduce instrument malfunctions and excessive inquiries
Industry & Context.
Troubleshooting; Problem solving
Annual travel percentage: 75% or more (including visits to domestic and international customer sites), Ability to carry equipment up to 45kg and move machinery up to 540kg, Possibility of overseas business trips (several times a year), Valid driver's license required
What They're Looking For.
Must Have
Experience in troubleshooting medical devices or electromechanical systems (2 years or more desirable), High communication skills required for customer service and coordination with internal and external stakeholders, Administrative skills for accurate service reporting and administrative processing, General PC operation skills such as Microsoft Office, Higher technical college diploma or above (preferably in bio-medical engineering or electrical engineering), Japanese: Native level, English: Reading comprehension necessary for business, Document creation skills, Valid driver's license required
Nice to Have
Bachelor's degree or higher in bio-medical engineering or electrical engineering, Field service experience in the medical device field (1-3 years desirable), Oral expression skills capable of customer service and technical explanation in English, Experience in teamwork or project promotion in a medical setting is desirable
What You'll Do.
Contribute to improving safety and efficiency in medical settings through product maintenance
and technical support based on customer maintenance contracts
Provide basic system operation training and troubleshooting
Handle troubleshooting and repairs in cooperation with technical support and product support
Maximize customer satisfaction by collaborating with teams and sales representatives to provide prompt and accurate service
Support the safe operation of the Da Vinci Surgical System
contributing to the reduction of workload for medical professionals and ensuring patient safety
Perform product maintenance and understand basic support needs including surgery and diagnostic programs
Perform advanced troubleshooting and technical support with support from technical support and other FSEs
Handle system installation and upgrade work (from pre-verification to delivery)
Respond to service calls promptly and professionally with support from managers and other FSEs as needed (including installation
preventive maintenance
cleaning/sterilization annual reviews
I&A malfunction response
AEX and 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
Share information with relevant parties (managers
sales representatives
etc.) in case of adverse events
Provide support to team members as much as possible
such as covering calls for other FSEs
Understand and operate standard and customer-specific operating room protocols
Resolve and prevent complaints regarding I&A
Troubleshoot instrument functions
including system interactions and dependencies
Perform annual reviews related to cleaning and sterilization with SRS support as needed
Provide customer training to improve effectiveness and compliance with cleaning and sterilization with SRS support as needed
Handle I&A malfunctions
and correction of packing/shipping (support for SRS RMA items)
Provide training to customer staff (CE
etc.) on basic troubleshooting and system management best practices
Build trust relationships with hospital staff such as surgeons
Da Vinci coordinators
Provide 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 shift schedules with customer needs and company expectations
Manage expenses (travel
etc.) and provide high-quality service while being conscious of cost reduction
Accurately complete administrative tasks (service orders
expense reimbursement
etc.) within deadlines
Manage spare parts inventory
Understand the clinical principles of minimally invasive surgery and diagnostic systems to deeply understand and appropriately respond to customer complaints
Provide feedback to the management team and support team to improve processes and operational efficiency
How You'll Work.
Team & Collaboration
Collaborate with technical support and product support for troubleshooting and repairs; Collaborate with teams and sales representatives to maximize customer satisfaction; Collaborate with managers and other FSEs for service call response; 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; Provide support to team members, such as covering calls for other FSEs; Provide feedback to the management team and support team for process improvement
Communication Scope
High communication skills required for customer service and coordination with internal and external stakeholders; Oral expression skills capable of customer service and technical explanation in English
Full Job Description
Primary Function of Position ポジションの主な役割 • 顧客の保守契約に基づき、製品の保守・修理・技術サポートを通じて、医療現場の安全性と効率性向上に貢献する • 基本的なシステム操作のトレーニングやトラブルシューティングを提供する • トラブルや修理はテクニカルサポートやプロダクトサポートなどと連携しながら対応する • チームや営業担当者と連携し、顧客満足度の最大化を目指して迅速かつ的確なサービスを提供する • ダビンチ手術システムの安全な運用を支援し、医療従事者の業務負担軽減と患者の安全確保に寄与する Essential Job Duties 基本的な職務 ＜目標達成 – 顧客へのサービス提供＞ • 製品の保守の実施、及び手術や診断プログラムを含む基本的なサポートのニーズの把握 • テクニカルサポートや他のFSEのサポートを得ながら、高度なトラブルシューティングや技術 サポートを実施 • システムインストールおよびアップグレード作業（事前検証から納品まで一貫して担当） • 必要に応じてマネジャーや他のFSEのサポートを得ながら、迅速かつプロとして万全のサービスコール対応の実施（以下を含む）： o インストール o システムのアップグレード o 契約の更新 o 予防保全対応 o 洗浄・滅菌に関する年次レビュー o I&A の不具合対応 o オンサイトトレーニング o AEX (advance exchange program) と有償修理のサポート • サービス契約や保証契約に沿ったサービスの提供 • 患者への影響や会社の戦略に基づいた、サービスコールの優先順位付け • 営業担当やチームメンバーとの協業、エスカレーションの管理、優先事項の共有 • 有害事象の発生時に関係者（マネジャー、営業担当など）と情報共有 • 他のFSEのコールをカバーするなど、チームメンバーへの可能な範囲でのサポート • 手術室のプロトコールについて、標準的なもの、顧客特有なものを理解し運用する • I&Aについての苦情の解決・予防 o システムの相互作用・従属性を含む、インストゥルメント機能のトラブルシューティング o 必要に応じて SRSのサポートを得ながら、洗浄・滅菌に関する年次レビュー o 必要に応じてSRSのサポートを得ながら、洗浄 •滅菌に関する有効性・適合性向上のため のカスタマートレーニングの実施 o I&Aの不具合対応、苦情報告、梱包/配送の訂正など（SRSによるRMA品のサポート） ＜顧客との関係構築、トレーニング＞ • 顧客スタッフ(CE、ロボティクスコーディネーターなど)に、基本的なトラブルシューティングとシステム管理のベストプラクティスに関 するトレーニングを提供する • 外科医、ダビンチコーディネーター、CEなど、病院の職員と信頼関係を築く • 使用説明書の更新等、既存機能のアップグレードなどのエンドユーザー向けトレーニングを行う • I&Aの洗浄・滅菌についてトレーニングやサポートを継続提供し、インストゥルメントの不具合や過度の問い合わせを減らす ＜自己管理・事務作業＞ • 評価基準と顧客のフィードバックを注視し、業務スタイルやシフトスケジュールが顧客のニーズや会社からの期待に合致するようにする • 経費管理（出張費、残業、運送費等）を行い、経費節減を意識しながら質の高いサービスを提供する • 事務処理（サービスオーダー・レポート作成・経費精算等）を正確かつ期限内に実施 • スペアパーツの在庫管理 • 展示会等のサポート • 低侵襲手術や診断システムの臨床的な基本原理を理解し、顧客の苦情を深く理解し、適切に対応する • 継続的なプロセスの改善 – マネジメントチームやサポートチームにフィードバックを行い、プロセスや業務効率の改善を図る ## Qualifications Required Skills and Experience 必要なスキルと経験 • 医療機器または電子機械システムのトラブルシューティング経験（2 年以上が望ましい） • 顧客対応や社内外関係者との調整に必要な高いコミュニケーション能力 • サービスレポートや事務処理を正確に行うための事務管理スキル • Microsoft Office 等の一般的な PC 操作スキル Required Education and Training 必要な教育と訓練 • 高等専門学校卒以上（医用生体工学・電気工学系が望ましい） • 日本語：ネイティブレベル、英語：業務上必要な読解 • 文書作成能力 • 普通自動車運転免許必須 • 医療機器関連の社内外研修受講経験があれば尚可 Working Conditions 労働条件 • 年間の出張割合：7
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