Intuitive

Role Description Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. All customer complaints are either resolved over the phone or properly dispatched to Field Service for resolution, all complaint information must be accurately recorded. The TSE is the primary escalation point for all system related issues and responsible for further escalation if required. - Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc. - Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products. - Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. Some on-site or in-house service support may be required. - Records requests for service and actions taken using both computerized and manual documentation systems in order to provide historical service records, identify trends, make recommendations and forward product complaints. - Create articles in Knowledge Management System. - Drive resolution of all system performance issues until acceptable solution is identified and implemented or it is determined to escalate call. - Drive key matrices to support corporate/departmental goals. - Facilitate technical requests from field engineers and distributors. - Responsible for entering, processing, and tracking of all cases loaded onto CRM. - Ensure compliance by following processes in accordance with ISI regulatory instructions. - Be able to have a flexible work schedule, including on-call duties. - Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of Intuitive medical devices. - Ad-hoc projects as assigned by management. - Travel for field support or training (up to 30%). - Position is home-based and requires dedicated workspace. Qualifications - Degree in electronics or mechanical engineering and/or 5 years related job experience. - Minimum of 5 years field service experience specific to ISI products or complex medical systems; and a recorded history of outstanding performance in this area. - Applicants must be prepared to travel extensively for a training period of 9 to 12 months. - Experience working in call center support is preferred, especially in the medical device industry. - Effective analytical, troubleshooting, and problem-solving skills required. - Familiarity of Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus. - Candidate must have excellent oral, written communication skills, as well as people skills. - Working knowledge of computers and standard software applications, preferably with SAP and Microsoft Office. - Fluent in local language and English, other European language is a plus. 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 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.

• Partner with the Inland Empire team to gain knowledge in all aspects of our business • Assist sales representatives with surgeon trainings, hospitals robotic development, and overall territory management • Guide technical in-services for customers to include OR staff, surgeons, etc. • Sell benefits of advanced technology to existing robotic users • Gain experience in goal setting, mapping, and attaining in preparation for quota bearing role • Manage administrative tasks: reporting of sales/procedures, outcomes of sales activities, submission of expense reports

• Work closely with the Clinical Sales Manager to gain knowledge in all aspects of our business • Train to be a da Vinci® Surgery technical and sales expert across all primary surgical specialties • Support a specific region by maximizing the utilization of installed da Vinci® Surgical Systems • Lead product demonstrations/in-services and sales activities

• Assists sales representatives with surgeon trainings, hospitals robotic development, and overall territory management • Guides technical in-services for customers to include OR staff, surgeons, etc. • Sells benefits of advanced technology to existing robotic users to contribute to team overall quotas • Gains experience in goal setting, mapping, and attaining in preparation for quota bearing role to follow CTA position • Manages administrative tasks: reporting of sales/procedures, outcomes of sales activities, submission of expense reports

• Lead the execution of digital strategies with a focus on driving commercial outcomes • Manage, develop, and perform the Digital Solutions sales team • Build and execute go-to-market plans • Identify, target, and convert sales opportunities for digital solutions • Act as liaison between internal stakeholders and external customers • Track and report on project milestones, documentation, and deliverables to stakeholders • Manage essential administrative functions including sales activity reporting

• Assists sales representatives with surgeon trainings, hospitals robotic development, and overall territory management • Guides technical in-services for customers to include OR staff, surgeons, etc. • Sells benefits of advanced technology to existing robotic users • Gains experience in goal setting, mapping, and attaining in preparation for quota bearing role to follow CTA position • Manages administrative tasks: reporting of sales/procedures, outcomes of sales activities, submission of expense reports

• Provide procedural support to new users to promote safety and effective progression through their learning curves • Work with senior hospital staff and key physicians in the development and execution of a plan to effectively integrate Ion® at new customer sites, ensuring ongoing commitment to and utilization of the system • Facilitate critical user and procedural data capture to create effective QTI and benchmarking metrics • Work closely with the ESM and Marketing team to build Ion Catalyst Programs driven through the clinical, economic and strategic validation and impact of a robust ION® robotic biopsy program • Management of all associated activities to include case observations, training labs, attend first case series and development of teams and programs • Become a clinical expert in the relative spaces. (Pulmonology, Oncology, Interventional Radiology and integration of Thoracic Treatment) • Collaboration with daVinci local sales teams, leadership and Key Accounts to ensure consistent alignment and communication with internal and external stakeholders while implementing market strategy in major MSAs • Responsibly manage administrative tasks, SFDC management, submission of expense reports, etc.

• Partner with the Clinical Sales Manager to develop a sales strategy to drive robot utilization • Mentor surgical teams through training sessions, OR integration and da Vinci® Surgery applications • Be a da Vinci® Surgery resource across all primary surgical specialties • Help regional Sales and Marketing events that create system awareness and procedure adoption • Develop a da Vinci® Surgery plan for each surgical team to ensure they can use the system unsupervised • Drive continuous expansion of the user base by working with KOLs • Drive the sales of instruments and accessories • Mentor new team members to become high performance members of the clinical sales team • Dependably manage administrative tasks, sales activities, submission of expense reports, etc.

Role Description As a Field Service Engineer 2 at Intuitive, you will be an integral part of our dedicated team, responsible for the installation, support, troubleshooting, repair, and maintenance of all our products within your management designated area of responsibility. Your primary focus will be to ensure that all service agreements and warranty obligations are met and surpassed, while consistently exceeding customer expectations. This role demands expertise in electro-mechanical systems, acquired through specialized training, as well as exceptional customer service and communication skills. As a Field Service Engineer 2, you will have the opportunity to work closely with our valued customers, providing technical expertise, resolving issues, and delivering outstanding support. - Understand and comply with all department and company policies - Provide management with a quarterly review and assessment of your assigned area of responsibility - Proficiency in accurately documenting service activities, maintaining records, and providing comprehensive reports to stakeholders - Complete all administrative tasks in the required time frame - Provide technical support to end-users and other Intuitive employees - Conduct training sessions at Intuitive facilities, training centers, and hospitals - Perform various scheduled maintenance activities such as system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades - Troubleshoot, diagnose, and repair all Intuitive products and associated equipment in accordance with procedures and within designated timeframes - Coordinate and perform system and hardware delivery and installation - Competent in knowledge and implementation of O.R. protocol and HIPAA standards - Complete all administrative duties, which include, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within specified timeframes - Maintain all Intuitive-provided items, such as issued tools, calibrated tool sets, employee vehicles, laptops, iPads, and other company-owned assets - Support and collaborate with Intuitive teams to facilitate company goals - Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and identify efficiencies - Complete all required or assigned training, including equipment training for all Intuitive products, Intuitive Surgical University classes, and professional development courses as directed by management - Manage all aspects of your assigned area of responsibility, including responding to customer needs, maintaining system install base configurations, customer contacts, establishing a rapport with assigned customer base, and providing support for customer training and events Qualifications - Demonstrated ability to work effectively as part of a team, collaborating with colleagues, customers, and other stakeholders to achieve common goals - Demonstrated ability to identify, analyze, and resolve technical issues efficiently, utilizing strong problem-solving skills and critical thinking abilities - Strong time management skills with the ability to prioritize tasks, meet deadlines, and handle multiple assignments simultaneously while maintaining attention to detail - Ability to Travel up to 50% and within the travel and expense policy as required by management to fulfill the specific needs of the role - Willingness to perform ad hoc tasks assigned by management - Reside within a reasonable distance, typically within 30 miles, of the assigned territory location or other designated area as required by management to fulfill the specific needs of the role - Ability to work a flex shift, second shift, or other type of shift as required by management to fulfill the specific needs of the role - Demonstrate individual characteristics expected of Intuitive personnel (eg. Character, capacity, energy, experience) Requirements - Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs. - Clean driving record - Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms - Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process Benefits - Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity - Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications

• Assists sales representatives with surgeon trainings, hospitals robotic development, and overall territory management • Guides technical in-services for customers to include OR staff, surgeons, etc. • Sells benefits of advanced technology to existing robotic users to contribute to team overall quotas • Gains experience in goal setting, mapping, and attaining in preparation for quota bearing role to follow CTA position • Manages administrative tasks: reporting of sales/procedures, outcomes of sales activities, submission of expense reports