Sr Product Support Engineer

Company Description
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 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 Description
The 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 Responsibilities

• Highest level Services technical liaison – primary subject matter expert

• Act as regional expert within product support group and represent the interests of the region to corporate product support

• Act 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 needed

• New product development and new product introduction support

• Regional subject matter expert for new product development requirements

• Evaluate the impact of engineering changes on the support of product in the field
• Regional 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 support

• Collaborate with Regulatory / Post Market surveillance teams on Field Actions to understand the issue and develop implementation plan

• Provide direction to field service team on field action FSOs and support as needed
• Monitor implementation of all field actions

• Coordinate with Regulatory/Compliance teams to verify all field actions are completed in compliance with local regulatory bodies

• Change 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 personnel
• Perform training of field service staff as needed

• Monitor progress and confirm completion as needed

• Ongoing Support

• Perform analysis and explanation for technical issues as needed

• Provide support for technical documentation and translation of technical terminology
• Develop Knowledge Database articles intended to communicate system issues and notices to the field
• Support 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 improve

• Establish Product Support function in EU region

• Build capabilities for support structure within EU with global support requirements considered

• Understand needs and plan for expanding support functions

Qualifications

• Bachelor's degree in Engineering or equivalent required
• Minimum 10 years of experience as a Product Support Engineer or in a similar role supporting a field organization
• Proven ability to mentor junior team members
• Experience with Documentation Control systems (e.g., Agile/ACCS, SAP, inventory management, or Device History Records) is strongly preferred
• Skilled in reviewing, creating, and managing technical documentation against specific criteria, required
• Demonstrated project planning skills, including schedule creation and objective management
• Basic understanding of GMP (Good Manufacturing Practices) and ISO standards
• Excellent analytical, troubleshooting, and problem-solving abilities
• High attention to detail, strong individual initiative, ownership mindset, and excellent organizational skills
• Self-starter capable of working independently with minimal supervision
• Experience working effectively in cross-functional project teams
• Excellent verbal and written communication skills in English; proficiency in German and/or other EU languages is a plus

Additional Information

Wir 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.