Sr Product Support Engineer

Company DescriptionAt 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 leading company in the field of 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. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.Job DescriptionThe Sr. Product Support Engineer role serves as the primary technical liaison within EU and provides support for technical direction, escalations, trainings and advanced support. This position is expected to draw on deep business systems, technical, and organizational understanding to affect change management and exert technical leadership.This role will understand and collect local requirements related to technical affairs and collaborate with other Product Support team members and other corporate teams as needed (Engineering, Quality, and others) to ensure that requirements and objectives are well understood and addressed.Roles and ResponsibilitiesHighest level Services technical liaison – primary subject matter expertAct as regional expert within product support group and represent the interests of the region to corporate product supportAct as technical liaison for the region to local and corporate groups via the product support team (engineering, post market, regulatory, field service, management, etc.)Understand the customer / field technical requirements and explain to other groups as neededNew product development and new product introduction supportRegional subject matter expert for new product development requirementsEvaluate the impact of engineering changes on the support of product in the fieldRegional subject matter expert for assigned NPI platforms (new instruments, systems, software, etc.)Coordinate with marketing, post markets, and other relevant groups to provide NPI training, direction, and other support for local teams.Field Action supportCollaborate with Regulatory / Post Market surveillance teams on Field Actions to understand the issue and develop implementation planProvide direction to field service team on field action FSOs and support as neededMonitor implementation of all field actionsCoordinate with Regulatory/Compliance teams to verify all field actions are completed in compliance with local regulatory bodiesChange Implementation (updates, upgrades)Develop implementation plans for all upgrades/updates for the region with various groups (logistics, post market, customer service, marketing, etc.)Coordinate rollout activities with field service personnelPerform training of field service staff as neededMonitor progress and confirm completion as neededOngoing SupportPerform analysis and explanation for technical issues as neededProvide support for technical documentation and translation of technical terminologyDevelop Knowledge Database articles intended to communicate system issues and notices to the fieldSupport and resolve escalations for technical issues and further escalate/communicate to appropriate groups as needed (engineering, IT, post market, etc.).Identify areas of improvement for product support activities and make proposals for how to improveEstablish Product Support function in EU regionBuild capabilities for support structure within EU with global support requirements consideredUnderstand needs and plan for expanding support functionsQualificationsBachelor’s degree in Engineering or equivalent requiredMinimum 10 years of experience as a Product Support Engineer or in a similar role supporting a field organization Proven ability to mentor junior team membersExperience with Documentation Control systems (e.g., Agile/ACCS, SAP, inventory management, or Device History Records) is strongly preferredSkilled in reviewing, creating, and managing technical documentation against specific criteria, requiredDemonstrated project planning skills, including schedule creation and objective managementBasic understanding of GMP (Good Manufacturing Practices) and ISO standardsExcellent analytical, troubleshooting, and problem-solving abilitiesHigh attention to detail, strong individual initiative, ownership mindset, and excellent organizational skillsSelf-starter capable of working independently with minimal supervisionExperience working effectively in cross-functional project teamsExcellent verbal and written communication skills in English; proficiency in German and/or other EU languages is a plus Additional InformationWir schätzen jede Person in ihrer Individualität – unabhängig von Geschlecht, ethnischer oder sozialer Herkunft, Religion, besonderen Bedürfnissen, Alter oder sexueller Identität. Diskriminierung hat bei uns keinen Platz.